Helpdesk Team Leader

5 days ago

Glasgow, United Kingdom PDA Search and Selection Ltd Full time

**Job Title: Helpdesk Team Leader (Working from Home)**

**Location: Glasgow, G5 0US - Prestigious Head Office**

**Salary: £23,500 - £26,010 plus excellent benefits.**

Our Facilities Management client was established in 1985 and the company has grown to become one of the world’s largest privately held, integrated FM companies.

Our client’s business model is unique, and provides world leading maintenance and engineering, technical procurement & support, and cleaning services, in dedicated partnerships, directly aligned to the business objectives of its clients.

Our client’s has more than 25 years of successful service delivery experience in retail, residential and commercial markets, and has a global presence, with offices in UK & Europe, North America, Malaysia and Australia.

Their culture and values are shaped by being a family-run business. They invest in their people and embrace change as we strive to innovate and improve. They create passionate teams that work across departments, businesses and countries to deliver worldclass service, value and compliance to our customers.

They are always looking for good people to join our team. We don’t just hire anyone; they are looking for people who have that perfect balance of aptitude and attitude.

**JOB PURPOSE**

The full time Help Desk Team Leader is a key position, leading the Helpdesk Customer Service Representatives who act as ambassadors for our business.

Helpdesk Team Leaders will effectively lead the Helpdesk CSRs to ensure the highest level of customer care and satisfaction at all times. The role will be responsible for leading a team of up to 10 colleagues, ensuring all service delivery KPIs are beingmet and exceeded, wherever possible.

Helpdesk Team Leaders are an integral part of the management team, adding true value to the business.

**RESPONSIBILITIES, QUALIFICATIONS & EXPERIENCE**
- Previous experience of effectively leading a team is essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours
- Able to work a 5 over 7 roster

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