Facilities Helpdesk Team Leader

Helpdesk Team Leader

Location: Leeds, White Rose Office Park
Salary: £29,000 to £31,000 plus private healthcare & Flexible Benefits
Contract Type: [Permanent/Full-Time]

About the Role

We are seeking a skilled and motivated Helpdesk Team Leader with experience in the Facilities Management or Hard Services industry to join our dynamic team. In this pivotal role, you will be responsible for the day-to-day management of team members’ performance, ensuring high standards of service delivery across a portfolio of accounts. You will play a critical role in overseeing service consistency, driving team performance, and fostering a culture of excellence.

Key Responsibilities

• Service Delivery Management: Oversee and maintain PPM, Reactive, and other service delivery on contracts, ensuring the team meets client SLAs effectively.
• Escalation Management: Handle escalations, perform root cause analysis, implement corrective actions, and ensure training is conducted to prevent reoccurrence.
• Process Review & Improvement: Regularly review procedures to ensure consistent service delivery and identify areas for improvement.
• Performance Management: Utilize management statistical information to fairly and consistently manage absence, performance, and productivity.
• Training & Development: Lead recruitment, onboarding, induction, and ongoing training processes. Provide coaching, guidance, and support to team members as needed.
• Client Reporting Analysis: Analyse client reports to identify priorities and drive team objectives.
• KPI Monitoring & Evaluation: Review and evaluate Key Performance Indicators, Learning & Development objectives, and Quality Assurance standards with the Service Centre Manager.
• Relationship Building: Collaborate with other business units to enhance service delivery and improve client satisfaction.

What we’re looking for:

You are a proactive and confident leader with excellent communication and problem-solving skills. You have experience managing a team in a fast-paced environment, ideally within Facilities Management, Hard Services, or a similar setting, with a strong focus on delivering exceptional customer service and achieving performance targets.

• Proven experience in a team leader or supervisory role, preferably within a helpdesk, Facilities Management, or Hard Services environment.
• Strong organizational and analytical skills.
• Ability to motivate and mentor team members to reach their full potential.
• Excellent communication skills, both verbal and written.
• Experience with monitoring KPIs and implementing improvements.
• Proficiency in managing escalations and implementing corrective measures.

Benefits:

We're always evolving our benefits to ensure we're attracting and retaining great people.  Some of what you can expect includes: 

• Salary sacrifice car scheme (Hybrid/Electric Vehicle)
• 25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days
• Pension with a leading provider and up to 8% employer contribution
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Life Assurance
• Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)
• Flexible benefits to choose from inc: Dental Insurance, Gym Membership, Give As You Earn, Travel Insurance, Tax Free Bikes.

Next Steps: 

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.  

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met. 

About Us: 

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training. 

Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies. 

Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be. 

• #LI-AX1