Helpdesk Team Leader

OCS; Glasgow; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Award-winning employer

Digital learning

Retail perks

Professional growth

Flexible pay

Job summary

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

We are looking for a Senior Helpdesk/Team Leader to manage daily operations, lead a team, and drive service excellence in a fast-growing environment. The role requires strong IT literacy, CAFM experience, and proven line-management capabilities.

Qualifications

• Experience in a senior helpdesk/team leader role with line management responsibilities.
• Strong IT and systems literacy with proficiency in Microsoft Office.
• Experience with CAFM or similar facility management systems.

Responsibilities

• Lead a team to meet daily goals and coordinate on-call duties.
• Manage and progress workload by passing jobs and monitoring progress.
• Organise and chair team meetings; encourage constructive feedback.
• Conduct monthly 1-2-1s and track staff records.
• Handle absence management and training tracking.
• Ensure training on all aspects and escalate training needs.

Skills

Senior helpdesk/team leader

Line management

Microsoft Office

IT literacy

Team motivation & communication

Tools

CAFM systems

Job description

Working pattern:

• 07:00–15:30
• 08:00–16:30
• 10:30–19:00

As part of your role, your key responsibilities will include, but are not limited to:

• Rotational On Call Out of Hours support, agreed additional payment provided for this period
• Check OOH handover and pass any jobs that need actioned to the team and ensure progression.
• Manage and support the team with daily goals
• Mailbox management should be checked and driven with the team
• Add Quality check events to the job with all details and findings and feedback good and bad to the team members, quality check Telephone Calls.
• Pull contract specific reports and telephony reports, liaising with key stakeholders on regular basis and providing reports and feedback to check and monitor performance
• Pick up any escalations with urgency and see through to completion with the team if necessary.
• Organise and chair team meetings according with any new changes & also give your everyone a chance to voice any points good or bad but in a constructive controlled manner.
• Conduct monthly 1-2-1 with each team member. Go over achievements for the month and any points for improvement.
• Keep all staff records up to date including Contact details sheet, HR files, 1-2-1's, ROC's probation tracker, review tracker, training tracker (processes and e-learning)
• Carry out absence management within the team and ensure any absences are reported correctly and monitored for trigger points.
• Ensure your team are trained on all aspects of their job or highlight to HD trainers when extra training is needed.

What are we looking for?

• Applicants must have the right to work in the UK
• Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.
• High understanding and experience with Microsoft Office software packages.
• High level of IT and systems literacy.
• Experience in using CAFM or other management systems.
• Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.
• Excellent team motivator and communicator.

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks: With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.