Helpdesk Team Leader

We are March……… the UKs leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process and digital services has led to long term partnerships with leading organisations in everything from food and drink and utilities to high-security industries such as defence, aerospace and nuclear.

We are currently seeking to employ a Helpdesk Team Leader who will assist in leading the team with training, call handling, resource planning and statutory compliance monitoring across all contracts within the Facilities Services division.

Key Responsibilities

Train and refresh our existing team and any new employees in the processes across all contracts.

Organise and lead our Helpdesk team to deliver excellent customer service.

Proactively monitor our customers work order progression through to completion within the required SLA’s.

Respond to client queries and escalations within a timely manner with clear and concise updates on progression of works.

Oversee all planned maintenance activities across all contracts ensuring all wors are allocated and completed by our engineering team and specialist sub-contractors.

Assist in logging of reactive jobs accurately and efficiently via telephone and email.

Uploading of client PPM yearly planners to our CAFM system.

Utilise internal and external reports and dashboards to drive performance, whilst assisting everyone to me our contractual KPIs.

Generation of purchase orders (Subcontractor, materials).

Undertake relevant administration tasks as required by the business.

Liaise with our engineering resource and Contract Managers to ensure efficient planning and service delivery of all tasks.

Skills and Experience

Experience and knowledge of working within SLA’s and KPI’s.

Previous experience of planning and scheduling planned and reactive tasks for a mobile workforce.

Good attention to detail including high level of accuracy.

Ability to prioritise and communicate effectively.

Excellent organisational and communication skills.

Specific Qualifications

Previous experience of organising, leading or overseeing a Helpdesk or similar fast paced environment.

Excellent customer service skills.

Experience with Microsoft packages.

What we offer

A competitive salary and benefits package appropriate to this position

An employer who values the ongoing wellbeing of its employees

Career development within a successful and growing business

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation