Hiring Now: Help Desk Team Leader Near You – Apply Today!
Your Next Help Desk Team Leader Job Starts Here – Apply Now!
Help Desk Team Leader
Job Posted: 3 days ago
Salary: £ 18.38 - 18.38 / Hour
Job Type: Contract
Location: Worthing, West Sussex
Expire in: 25 days
Job Description
Job Title: Helpdesk Team Leader
Salary: £18.38 per hour
Schedule: Full-time, Monday - Friday, 08:00 - 17:00
Location: Worthing
Key Responsibilities:
Team Leadership & Performance Management: Supervise helpdesk staff, ensuring optimal coverage, performance, training, and adherence to service standards. Monitor individual and team performance, and provide jeopardy management reports to relevant stakeholders.
Service Request & Workflow Management: Oversee the logging and triaging of service requests (calls and walk-ins) and utilize the CAFAM Planon system for dispatching tasks and maintaining structured workflows.
Quality Assurance & Financial Oversight: Monitor SLA/KPI compliance (Balanced Score Card), handle complaints, and prepare operational reports. Manage the sub-contractor's inbox, oversee Work In Progress (WIP) for timely billing, and collaborate with the Finance Administrator to ensure accurate Schedule of Rates (SOR).
Customer Service & Collaboration: Deliver high standards of responsiveness and professionalism to both internal and external customers. Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.Experience / Skills:
Experience and Role: Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment. Previous experience in a supervisory or team leader position with responsibility for staff performance, development, and workload management.
System Knowledge and Performance: Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively. Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment.
Communication and Interpersonal Skills: Excellent communication and interpersonal skills with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels.
Organisational and Problem-Solving Skills: Strong organisational and problem-solving skills with the ability to prioritise competing demands in a fast-paced environment. Proficiency in Microsoft Office and other digital collaboration tools.
Compliance, Analysis, and Improvement: Understanding of health, safety, and compliance requirements. Ability to analyse service performance data and contribute to continuous improvement initiatives. Flexibility to adapt to changing priorities and client needs.
Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Candidates must be eligible to live and work in the UK.
For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment BusinessBefore You Apply
Do not include the following in your job application, CV, or cover letter:
- Bank details.
- National Insurance number.
- Date of birth.
You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.
Looking for your next career move? Join a top company hiring Help Desk Team Leader job near me in Worthing, West Sussex! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
© Vita CV: Registered in England and Wales (16187919).