Helpdesk Team Leader

3 days ago


Birmingham, United Kingdom Equans Full time

**Domain**: Support Services/Customer Services and Administration

**Job type**: Standard

**Schedule**:
Equans is looking for a Helpdesk Team Leader to join our team based at Sandwell & West Birmingham Hospital on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package.

General Overview

This role reports directly to the Helpdesk Manager and will be responsible for supervision of the Helpdesk Team and Workflow, ensuring that the operation supports and complies with the Contractual requirements. The individual will have oversight of the reactive workflow and ensure this is being managed accordingly, as well as ensuring response and rectification times are being met.

Experienced of working in a Helpdesk Coordinator role is required, the Team Leader will be required to demonstrate excellent management skills, telephone techniques, and the ability to coach/mentor members of the team.

The main objective of the Helpdesk Team Leader is to ensure the Helpdesk is manned at all times and the Helpdesk Coordinators are trained and coached in order to perform in their roles successfully. This will include utilising reports and dashboards to track open jobs to ensure response and rectification times are being adhered to. The Helpdesk Team Leader will also play a key role in ensuring the Helpdesk processes being followed comply with both the requirements of the contract and the ISO 20000 Standard.

**Please note**: This is a 24/7 helpdesk, so flexibility to work evening/weekends is required.

What will you deliver?

Line management responsibility of the Helpdesk Coordinators
Ensure staff rotas are in place and there is sufficient cover on the Helpdesk at all times
Train the Helpdesk team on all required systems and processes and deliver Toolbox talks as required
Undertake 121s with the team, providing feedback on performance and support with the training and development of individuals
Supervision of the Workflow to ensure compliance with Response and Rectification times
Utilise dashboards and BI reports to oversee the reactive jobs and ensure appropriate actions are taken in a timely manner
Monitor reactive jobs to ensure these are logged accurately and dispatched in a timely manner
Carry out daily/weekly breach reviews and capture any mitigating factors within Maximo
Monitor subcontractor performance in line with Helpdesk requirements and escalate and issues to the Management team
Supervision of other Helpdesk related systems
Provide cover for colleagues during sickness, annual leave etc.
Attend and participate in Training courses as required and to undertake any training in the future as may be required to ensure the duties of the post are effectively carried out
Review Customer Feedback responses and take the necessary actions
Interviewing/Training Helpdesk Ops
Deputise for the Helpdesk Manager as required.

What can we offer you?

On offer is a competitive salary and benefits package, which includes;
24 days annual leave (+ public holidays)
Life Cover equivalent to 1 times annual salary
Employee discount shopping schemes on major brands and retailers
Gym membership discounts
Cycle to work scheme
Holiday purchase scheme
2 corporate social responsibility days per year
Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
Attractive Employee Referral Rewards Scheme
Access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

Prior experience of helpdesk and delivering high levels of customer service
Experience of supervising/leading a team
Experience of scheduling
Excellent communication skills
Excellent management skills
Self-disciplined and able to work on own initiative
Preferably Maximo trained, however job specific training can be provided.

This role includes a DBS standard check therefore ability to pass is essential.

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services - with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What’s next?

**(Code**: CUSENG)

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the


  • Helpdesk Team Leader

    7 months ago


    Birmingham, United Kingdom Equans Full time

    Helpdesk Team Leader **Offer ID**: - 58960**Contract type**: - Permanent**Schedule**: - Full-Time**Country**: - United Kingdom**EQUANS is looking for a Helpdesk Team Leader to join our team based at Queen Elizabeth Hospital, Birmingham on a permanent basis. This is a full time role working 42 hours per week. On offer is a competitive salary and benefits...

  • Helpdesk Team Leader

    7 months ago


    Birmingham, United Kingdom Equans Full time

    **Requisition ID**: 58960**Domain**: Support Services/Customer Services and Administration**Contract type**: Permanent**Schedule**: Full-Time**EQUANS is looking for a Helpdesk Team Leader to join our team based at Queen Elizabeth Hospital, Birmingham on a permanent basis. This is a full time role working 42 hours per week. On offer is a competitive salary...


  • Birmingham, United Kingdom Trade Team Recruitment Full time

    Multi-Trades Recruitment are looking for a Helpdesk Coordinator to start ASAP in Birmingham **About the role** - Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs) - Sort and dispatch...

  • Helpdesk Administrator

    7 months ago


    Birmingham, United Kingdom CBRE GWS Full time

    **Company Profile** CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48...

  • Ppm Team Leader

    6 months ago


    Birmingham, United Kingdom Mitie Full time

    We are looking for an experienced, enthusiastic, and committed individual to join our existing Mitie PPM Team as a Team Leader. The ability to work to tight deadlines and use initiative to solve problems is a must. We require an individual that is IT literate with experience of Excel, Word and PowerPoint, with 5 GCSE's (A-C grade) including Maths and...

  • Helpdesk Advisor

    7 months ago


    Birmingham, United Kingdom Compass Group Full time

    We're currently recruiting a dedicated Helpdesk Advisor to help ensure the smooth running of the operations in 14Forty on a full time basis, contracted to 40 hours per week. As a Helpdesk Advisor, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career with a company that invests in...

  • Helpdesk Advisor

    7 months ago


    Birmingham, United Kingdom Compass Group Full time

    We're currently recruiting a dedicated Helpdesk Advisor to help ensure the smooth running of the operations in 14Forty on a full time basis, contracted to 40 hours per week.As a Helpdesk Advisor, you will use your skills to maintain a high standard of quality work. In return, you will have the chance to progress your career with a company that invests in its...

  • X2 Helpdesk Staff

    7 days ago


    Birmingham, United Kingdom Pertemps Birmingham Commercial Full time

    Do you want to be a part of this year’s commonwealth games? Do you want to be a part of Birmingham’s history? We are currently recruiting for x2 helpdesk staff to play a part in this year’s commonwealth games, working alongside either cleaning service or housekeeping services within the athlete’s village based in Selly Oak. Please note whilst the...


  • Birmingham, United Kingdom BDS Northern Full time

    BDS are currently looking for an experienced Facilities Helpdesk Team Leader based in Birmingham. As a Facilities Helpdesk Team Leader your role will include: - Daily monitoring and processing of shared mailbox requests. - Processing of CAFM change forms to update tables in the CAFM system. - Updating and maintaining change control records in trackers. -...

  • Helpdesk Administrator

    7 months ago


    Birmingham, United Kingdom Multi-Trades Recruitment Full time

    Your primary responsibilities will include processing requests from key customers, performing general helpdesk duties, and effectively managing service requests. You will be responsible for logging calls, assigning tasks to both in-house and subcontracted teams, tracking job completion details, and coordinating our operational service teams' response to...

  • Helpdesk Operator

    6 months ago


    Birmingham, United Kingdom S Guest Consultancy Services Ltd Full time

    S Guest Consultancy Services Ltd is seeking a Helpdesk Operator / Scheduler to join a busy team. This position is located in Birmingham, B6 location. This role would suit someone from a strong customer service role or previous experience in planning or scheduling appointments or previous helpdesk experience. **Primary Responsibilities**: - Answer incoming...

  • Helpdesk Supervisor

    6 months ago


    Birmingham, United Kingdom Compass Group Full time

    **Helpdesk Supervisor** We're currently recruiting a dedicated Helpdesk Supervisor to support the Helpdesk Manager to oversee the contract helpdesk team to help ensure the smooth running of the operations in 14forty. Integrated facilities management services with a purpose. We’re here to make workplaces better, cultivating working environments that...

  • Helpdesk Administrator

    7 months ago


    Birmingham, United Kingdom Multi Trades Recruitment Limited Full time

    Your primary responsibilities will include processing requests from key customers, performing general helpdesk duties, and effectively managing service requests. You will be responsible for logging calls, assigning tasks to both in-house and subcontracted teams, tracking job completion details, and coordinating our operational service teams' response to...

  • Helpdesk Administrator

    7 months ago


    Birmingham, United Kingdom Multi-Trades Recruitment Full time

    Your primary responsibilities will include processing requests from key customers, performing general helpdesk duties, and effectively managing service requests. You will be responsible for logging calls, assigning tasks to both in-house and subcontracted teams, tracking job completion details, and coordinating our operational service teams' response to...

  • Helpdesk Scheduler

    1 week ago


    Birmingham, Birmingham, United Kingdom CV Library Full time

    Job Title: Helpdesk SchedulerAn exciting opportunity has arisen for a skilled Helpdesk Scheduler to join our team at CV Library.The ideal candidate will have proven experience in scheduling or coordinating roles, preferably in an engineering or technical environment.You will be responsible for utilizing the latest scheduling software to manage the delivery...

  • Helpdesk Administrator

    6 months ago


    Birmingham, United Kingdom Smart Parking Full time

    ** Exciting New Role available at Smart Parking (Bickenhill Office, Marston Green nr. Birmingham Airport)** **Operations team - Helpdesk Administrator** Are you looking for a challenging new role at a friendly business, with a great working environment and an open door for your future prospects? Then look no further than Smart Parking.... **ROLE...

  • Helpdesk Administrator

    7 months ago


    Birmingham, United Kingdom Smart Parking Full time

    ** Exciting New Role available at Smart Parking (Bickenhill Office, Marston Green nr. Birmingham Airport)** **Operations team - Helpdesk Administrator** Are you looking for a challenging new role at a friendly business, with a great working environment and an open door for your future prospects? Then look no further than Smart Parking.... **ROLE...


  • Birmingham, United Kingdom Ellen Group Facilities Limited Full time

    Job description With over twenty years’ experience working in live environments and a proud history of success in fit-out and refurbishment works, our clients trust us because of reputation and results. We complete construction projects and facilities management contracts in a range of sectors including retail, industrial, commercial, office, education...


  • Birmingham, United Kingdom Mitie Full time

    Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit...


  • Birmingham, United Kingdom Mitie Full time

    Position overview Working within Central Government & Defence Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer Service 24/7, 365 days per year. Through robust and effective coaching, mentoring, development and quality management, the Team Leader will lead and motivate a team to deliver the...