Helpdesk Manager

Company description

Publicis Re:

Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organisation in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients.

Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:

Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network. Our people are at the centre of everything we do, bringing curiosity, collaboration, and a commitment to excellence to their work every day.

Learn more about Publicis Re:

Sources and the Publicis Groupe agencies we support at  #L I-KM2.

.

Who We're Looking For:
Your Profile

We are seeking a proactive, highly organised, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.

• Helpdesk & Service Management Excellence:
  • Serve as the primary point of contact (POC) for the Groupe helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction.
  • Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet, exceed Service Level Agreements (SLAs).
  • Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery. Continuously familiarize yourself with helpdesk functionalities to provide expert guidance and ensure operational efficiency.
• Front-of-House & Access Control:
  • Assist in the management of the TVC Publicis access control system, including the efficient issuance, deactivation of access passes, access passes for all pre-booked guests and proactively communicate updates on host availability, liaising with TVC Estate security, thus ensuring a professional and positive visitor experience.
• Event Support & Facilities Coordination:
  • Coordinate and support the TVC setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision, which could be offsite or within other Groupe Buildings.
  • Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.
• Compliance & Adaptability:
  • Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment.
  • Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis.
  • Arrange essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.
  • Undertake additional duties and ad hoc projects as reasonably requested by management, contributing to overall team objectives and adapting to changing priorities.
• Deliver Exceptional Client & User Resolution:
  • Accountable for effective, client-centric resolution of all helpdesk issues, thus ensuring a high level of satisfaction and minimal operational disruption.
• Ensure Seamless Operational Planning & Service Reliability:
  • Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs)
• Cultivate a High-Performing Service Team:
  • Accountable for the effective leadership of the helpdesk development and motivation of the helpdesk operation through the reception supervisor team

• Service Excellence Background: Minimum of 2 years dedicated experience in a corporate service helpdesk role, or a similar high-volume service delivery role and demonstrate proficiency with Microsoft Office (Outlook, Word, Excel), including advanced skills in calendar/meeting room…