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Technical Support Team Leader

2 months ago

London, Greater London, United Kingdom CBW Staffing Solutions Full time
Technical Support Team Leader - Healthcare Sector

CBW Staffing Solutions is seeking a dedicated Technical Support Team Leader ready to embrace a new opportunity. Our esteemed client is in search of a diligent and driven professional to enhance their team and advance within the organization.

Working Hours:
  • Monday to Friday
  • 8am to 5pm
  • Office-based
Primary Responsibilities:
  • Coordinate urgent and support desk service requests.
  • Evaluate incoming tasks throughout the day and assign them to the appropriate technicians.
  • Oversee and direct daily support desk operations.
  • Assist the support desk by answering calls, logging issues in the Facilities Management Support System, relaying information to operational staff, and providing feedback to users.
  • Track call metrics and generate reports on call volume.
  • Conduct training sessions for staff and develop and revise support desk protocols, ensuring all staff are informed of updates.
  • Compile and input data for the monthly client report, ensuring timely submission.
  • Manage billable work from estimation to completion, including obtaining purchase orders from clients.
  • Participate in onboarding new team members or designate a trainer, overseeing the completion of training induction records.
  • Process purchase orders and invoices, managing both planned and reactive maintenance tasks.
  • Support Office & Contract Managers in the execution and administration of departmental goals.
  • Initiate corrective maintenance tasks based on completed Planned Preventative Maintenance (PPM) activities.
  • Organize daily operations to guarantee all essential tasks are accomplished.
  • Maintain departmental administrative standards and assist in providing information regarding internal processes to enhance contract value.
  • Collaborate with the system that facilitates the Procurement Process, ensuring data accuracy and effective communication.
Qualifications:
  • Experience in a support desk environment
  • Proficient in IT systems
  • Background in Facilities Management
  • Capability to lead and manage a team