Operations Support Team Manager

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Job Introduction

The benefits

Health and Wellbeing Plans

23 days paid holiday

Discounts and Cashbacks

Paid Volunteering days

Employee Assistance Program

Refer a Friend Scheme

Cycle to Work Scheme

The role

Carlisle Support Services is looking a Operations Support Team Manager to oversee a 24/7 combined security control room and help desk team, ensuring efficient and effective operations. Who will be responsible for various operational support functions to enhance service delivery and support contract managers.

Your core role will include but not be limited to the following activities:

• Oversee the accurate reporting and management of holiday pay for the team.

• Ensure compliance with company policies and legal requirements.

• Analyse fulfilment rates and collaborate with managers to resolve any issues.

• Implement strategies to improve fulfilment rates.

• Report on non-billable activities, including suspension pay.

• Identify trends and provide recommendations to minimize non-billable time.

• Provide guidance and support to team leaders and team members.

• Monitor and manage contracted hours to ensure optimal staffing levels.

• Address any discrepancies or issues related to contracted hours.

• Training of Team Leaders to carry out the task.

• Oversee the management of budget locks to ensure financial control and accountability.

• Work with finance teams to address any budget-related concerns.

• Serve as the first point of contact for managers on TG queries and support.

• Provide timely and effective solutions to operational issues.

• Build and maintain strong relationships with contract managers.

• Understand their challenges and proactively offer support to address them.

• Develop and manage an internal intelligence communications process.

• Assist with operations-centric projects and mobilisations as required.

• Provide operational support to ensure successful project outcomes.

The ideal candidate

• Proven experience in an operational support role, preferably within a security or help desk environment .

• Strong leadership and team management skills.

• Excellent analytical and problem-solving abilities.

• Effective communication and relationship-building skills.

• Ability to work under pressure and manage multiple priorities.

• Proficiency in relevant software and tools for reporting and analysis.

Days: Monday to Friday, with occasional requirement to work with the team over weekend/ night shift. Flexibility to work outside regular hours to support a 24/7 operation.

Successful candidates will be required to provide original documentation for detailed screening and vetting processes.

This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.

About us

Join a growing market-leading brand of support services to work with the UK's largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.

Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK's most renowned sites and critical infrastructure.

Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.

Equality, Diversity, and Inclusion

At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion.

In all situations people will be judged solely on merit or ability.

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