Service Desk Team Leader

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.

• Identify incidents/red flag jobsand manage themto completion in line with required SLA’s
• Lead incident notifications periodically with status updates
• Jeopardy management of jobs due to breach their contract SLA’s
• Liaise with all key stakeholders to ensure clear 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 to Senior Managementwhenrequired
• Support Senior Management with weeklyand monthly incident reporting
• Support with access arrangements and communications to domestic properties
• Effectively manage all chases,escalation sand complaints in line with business processes ensuring customer satisfaction always.
• Act as point of escalation whererequiredfor the Service Deskteam
• Leadthe plans and response to weather related incidents andhigh-profile visits.
• Manage client queries and chases viaphone calls & emails
• Prioritisenumerouscompeting tasks; continuouslymonitoringthe progress of work whilst communicating any delays to the relevant people
• Work alongside
  
  Service Desk Team Leaders to train
  
  Service Desk Coordinators
• Support the Service Deskteam with duties asrequiredduring busy periods
• Alwaysensurehigh levelsof customer service
• OOH Handover review
• Raise associated tasks for quoted works following approval
• Support in managing engineers' diaries including planning around holidays & sickness
• Chase engineers and contractorsfortimelyupdateswhererequired
• Raise Purchase Orders for Material sand Subcontractors
• Review Job sheets from Subcontractors and action accordingly for anything sent via email

• 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 andpossessesthe ability to work on their own initiative.
• Applicant must have the right to work in the UK

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

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.

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.