Service Desk Team Leader

Manchester Arndale; Glasgow; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Paid Holiday

Employee Referral Scheme

Learning and development opportunities

Supportive working culture

Discounts (mobile, legal, bicycle, etc

Job summary

OCS UK & Ireland is seeking an Incident Lead to manage high-priority tasks and events, ensuring timely completion within SLA. The role requires excellent customer service and strong communication to liaise with clients, subcontractors, engineers, and senior management.

You will support the Service Desk, maintain low WIP levels, and handle weather-related incident plans and high-profile visits while maintaining professional standards and customer satisfaction.

Qualifications

• Experience of Facilities Management processes and CAFM systems desirable.
• PC skills, Excel, MS Teams, SharePoint desirable.
• Meticulous eye for detail.
• Capable of operating in a pressurized fast-paced environment.
• Excellent communication skills.
• Excellent Customer Service.
• A self-motivated person who is target driven and possesses the ability to work on their own initiative.
• Applicant must have the right to work in the UK.

Responsibilities

• Identify incidents and manage them to completion in line with SLA’s.
• Lead incident notifications with status updates.
• Jeopardy management of jobs breaching SLAs.
• Liaise with stakeholders to drive progress of tasks.
• Keep clients informed of site visits and changes.
• Escalate to Senior Management when required.
• Support weekly and monthly incident reporting.
• Chase engineers and contractors for timely updates.
• Raise Purchase Orders for Materials and Subcontractors.

Skills

Facilities Management

CAFM systems

PC skills

Excel

MS Teams

SharePoint

Communication skills

Customer service

Self-motivation

UK right to work

Tools

CAFM software

Job description

About The Role:

The purpose of this role is to manage high priority tasks and events to completion within required timescales. This dedicated role will provide excellent customer service to the client, responsible for driving progress on emergency tasks and liaising with various key stakeholders.

A strong communicator is key, confident in handling complaints and providing solutions.

The Incident Lead will ensure we deliver agreed services to our customers in line with Contract Service Level Agreements (SLA’s), supporting with wider Service Desk duties to keep WIP levels to a minimum by ensuring timely completion of jobs.

Key Responsibilities

• Identifyincidents/red flag jobsand manage themto completion in line with required SLA’s
• Leadincident notifications periodically with status updates
• Jeopardy management of jobs due to breach their contract SLA’s
• Liaise with all key stakeholders to ensureclear communication and drive progress of tasks – subcontractors, engineers,clientand Senior Management
• Ensure clients are kept informed in advance ofsitevisits as per contract agreements, including any changes/delays as appropriate
• Manage incident to completion, escalating toSenior Managementwhenrequired
• SupportSenior Managementwith weeklyand monthlyincident reporting
• Support withaccess arrangements and communications to domestic properties
• Effectively manage all chases,escalationsand complaints in line with business processes ensuring customer satisfaction always.
• Act as point of escalation whererequiredfor theService Deskteam
• Leadthe plans and response to weather related incidents andhigh-profilevisits.
• Manageclient queries and chases viaphone calls & emails
• Prioritisenumerouscompeting tasks; continuouslymonitoringthe progress of work whilst communicating any delays to the relevant people
• Work alongsideService DeskTeam Leaders to trainService DeskCoordinators
• Support theService Deskteam with duties asrequiredduring busy periods
• Alwaysensurehigh levelsof customer service
• OOH Handover review
• Raise associatedtasks for quoted works following approval
• Support in managingengineers\' diaries including planning aroundholidays & sickness
• Chase engineersand contractorsfortimelyupdateswhererequired
• Raise Purchase Orders for Materialsand Subcontractors
• Review Job sheets from Subcontractors and action accordingly for anything sent via email

About you

• Experienceof FacilitiesManagementprocesses and CAFM systems desirable.
• PC skills, Excel, MS Teams, SharePoint desirable.
• Meticulous eye for detail
• Capable of operating in a pressurized fast-paced environment.
• Excellent communication skills.
• Excellent Customer Service.
• A self-motivated person who is target driven andpossessesthe ability to work on their own initiative.
• Applicant must have the right to work in the UK

Benefits

• Paid Holiday
• Employee Referral Scheme.
• Learning and development opportunities.
• Supportive working culture and future progression opportunities.
• Mobile, legal, bicycle, breakdown, and retail discounts.

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.