Helpdesk Supervisor

Job Title: Helpdesk Supervisor Location: Glasgow Head Office Contract: Permanent Working hours: 37.5 hours per week 5/7 shift pattern On Call: On call required for Out of Hours and Weekends, on call fee is paid in additional to salary. Salary: 33,212.48 per annum Job Purpose: The Helpdesk Supervisor is overall responsible in managing the Helpdesk to ensure it meets and exceeds service levels (SLAs) required for all internal and external stakeholders. The role will be responsible to lead a team of Team Leaders. This includes all day-to-day aspects of the HD. Delivering all SLAs through effective people management The Helpdesk Supervisor support the objective of our helpdesk colleagues acting as one City, being the best they can be, and showing they care. Key Responsibilities: People Recruit, lead, coach and motivate a team of Team Leaders to deliver world class customer excellence and SLAs Conduct monthly 121 with Helpdesk Team Leaders Deliver effective coaching, engagement and development strategy for all levels and being ready for fit for growth Develop and implement engagement action plans for your team, based on feedback from engagement surveys, listening groups and team meetings Manage any underperformance within the team through our agreed processes. Reward and recognise outstanding performance, using our agreed recognition tools Ensure company policies and practises (e.g., discipline and grievance, absence management, performance management, etc.) are implemented ..... full job details .....