Helpdesk​/Reception Manager

Company Description

Publicis Groupeis one of the largest advertising agency holding companies in the world and a global leader in the fields of marketing, communications, and digital transformation. A
Connecting Company
for the Connected Age, Publicis Groupe delivers winning solutions for clients through the
Power of One - driven by a common purpose, a powerful spirit, shared behaviours, great character and a relentless focus on our clients.

Publicis Re:

Sources
is the backbone of Publicis Groupe. Re:

Sources has grown to 5,000+ professionals servicing a network of prestigious agencies across the globe supporting 63+ markets. Re:

Sources is Publicis Groupe's
Shared Services Platform.Weprovide Publicis Groupe agencies with the business solutions, technology platforms and expertise they need to transform, innovate and increase productivity.

The Facilities Helpdesk Lead plays a pivotal role in ensuring the seamless, efficient, and effective operation of the groupe’s facilities teams resources. This position is responsible for the comprehensive management of the groupe Helpdesk and all Reception functions, ensuring thatall internal and external requests are resolved promptly and effectively.

Crucially, this role is dedicated to providing aworld-class client experience to every stakeholder. As such, the Facilities Operations Lead is at the forefront of problem-solving, managing time driven client demands, andconsistentlydelivering exceptional service, often in a dynamic and fast-paced environment.

Who We're Looking For:
Your Profile

We are seeking a proactive, highly organized, 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 Group's 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 and 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 familiarise yourself with helpdesk and reception functionalities to provide expert guidance and ensure operational efficiency.

Team Leadership & Operational Oversight:

• Provide effective line management, coaching, and performance oversight for all Resources Helpdesk and Reception staff.
• Maintain a thorough understanding of daily work schedules and rotas for all direct reports, optimizing team performance, coverage, and resource allocation.
• Oversee and ensure seamless execution of reception duties and resource provisioning across multiple London sites.

Front-of-House & Access Control:

• Assist in the management of the TVC Publicis access control system, including the efficient issuance and deactivation of access passes and liaising with Estate security.
• When performing reception duties, meticulously prepare access passes for all pre-booked guests and proactively communicate updates on host availability, ensuring a professional and positive visitor experience.
• Maintain an accurate and up-to-date database of VIPs, senior executives, and Directors, including critical contact and preference information.
• Regularly update and refine the reception manual, detailing procedures, occupancy, key responsibilities, and duties to ensure consistent, high-quality service.

Event Support & Facilities Coordination:

• Coordinate and support the setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision.
• 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…