Helpdesk Team Leader

**Helpdesk Team Leader **permanent full time vacancy for Black Country Healthcare

Black Country Healthcare is a major provider of NHS mental health services for more than a million people across Dudley, Sandwell, Walsall and Wolverhampton.

Helpdesk Team Leader is responsible for the day to day supervision and coordination of the E&F Helpdesk within the department. They will ensure appropriate levels of staffing of the helpdesk, to ensure that the helpdesk delivers services across the Trust in the most efficient and effective way, organising, supporting and coordinating procedures to ensure overall effectiveness and efficiency, taking appropriate action at all times.Reporting to the Estates & Facilities Performance & Systems Manager, the Helpdesk Team Leader will manage and lead the staff and the different workloads, producing reports and following up on actions as required. Manage the Facilities staff and maintain and support frontline Helpdesk Services and support all other Estates & Facilities systems used. The post holder will be required to communicate with a range of people within their own team and other directorates, about complex, difficult and sometimes sensitive and confidential information whilst maintaining confidentiality at all times. To undertake complete document and record control of their area of responsibility and to facilitate the effective management of the workforce performance; this will include creating and managing departmental records to ensure all aspects of workforce related compliance, and that monitoring is undertaken and matters arising are escalated in a timely and appropriately manner.

**Main duties of the job**:
*Responsible for the safe and effective management of Estates & Facilities Helpdesk Services at various Trust properties and those that are leasehold sites.
*Responsible for the Estates and Facilities Helpdesk for the Trust maintaining resilience throughout the 24 hour period and is sufficient to react to demands. *To liaise with the Reception Team Leader, to oversee and manage the Helpdesk function out of hours business continuity and emergency call out systems and procedures.
*Responsible for the management of Estates & Facilities Helpdesk staff are supervised from both a quality & financial perspective ensuring that all resources are managed & monitored effectively within agreed parameters and provide value for money.
*Responsible for the procurement of goods and services for the Estates & Facilities Helpdesk and teams associated with its use delivering non pay elements of the service within a defined budget.
*To take responsibility for the overseeing of an effective and timely external/internal Estates and Facilities Helpdesk service for the Trust. Ensuring that procedures are in place for staff to follow in correctly recording and chasing of jobs
*Responsible for implementing local and Trust wide initiatives that improve the Estates & Facilities Helpdesk Services.
*Reporting of and progress reporting of estates maintenance and other departmental jobs.
*Responsible for providing a safe Estates & Facilities Helpdesk Services.

**Person specification**:
**Education/Qualifications**:
Essential criteria:
*Educated to good standard of education, attaining a minimum of GCSE grade C in Maths and English or equivalent key skills qualification
*Relevant tertiary qualification in Leadership/Management, eg. CMI Level 3 NVQ Certificate in Management (QCF), ILM Certificate in Management or relevant experience and competencies of working at senior level.
*Experience and understanding of NHS budgets and financial management gained either by extensive work experience or through study and qualification
Desirable criteria:
*Relevant qualification in Business Administration or extensive experience of working in an NHS Reception/administration environment.
**Experience**:
Essential criteria:
*Experience of working within Estates and Facilities Services or other admin role within the NHS or similar large complex multidisciplinary organisation
*Experience of developing good relationships with stakeholders
*Experience in the implementation and ongoing management of facilities related risk management policies and procedures.
Desirable criteria:
*Experience in the management and/or supervision of staff within the NHS or other care sector or similar large complex multidisciplinary organisation
*Experience of working in a mental health/Learning disability environment
*Experience of working with and instructing contractors and suppliers
**Knowledge**:
Essential criteria:
*Experience in CAFM and other software systems
*An understanding of medical and clinical ways of working in relation to mental health services and subsequent delivery of soft FM services
*Experience of procedures and practice, of a range of trust policies and management procedures, requiring ongoing on-the-job training and experience
Desirable criteria:
*Basic budget management knowledge.
**Skills/Personal Qualities**