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Helpdesk Team Leader
Job Posted: 11 hours ago
Salary: £ 27,500 - 27,500 / Annum
Job Type: Permanent
Location: G5, Glasgow, Glasgow City
Expire in: a month
Job Description
Helpdesk Team Leader
Location: Glasgow
Salary: £27,500
Hours: Monday – Friday, 9am–5pm (37.5 hours per week)
Anderson Knight is supporting a well-established organisation in Glasgow in their search for a Helpdesk Team Leader. This role will be responsible for leading a designated helpdesk team, ensuring an efficient, high-quality service is delivered to both internal colleagues and external customers. You will work closely with field managers, engineers, contractors, suppliers and internal support teams to ensure smooth operational delivery.
This position involves oversight of key administrative functions including parts coordination, quotations, purchase orders and uniform allocation therefore strong organisational skills and confidence with data and reporting are essential.
Key Responsibilities
• Lead and support the helpdesk team to ensure excellent service performance.
• Allocate workload, monitor productivity and ensure tasks are completed to required standards.
• Coach, mentor and support team development, including conducting regular 1:1s and performance reviews.
• Hold regular team meetings and implement improvement actions.
• Resolve operational issues escalated by field teams.
• Produce and maintain accurate reports for Finance and operational teams, including spend tracking and cost analysis (Excel).
• Work collaboratively with Purchase Ledger, RFMs and engineers to resolve invoice or cost discrepancies.
• Support the rollout and adoption of new procedures and service improvements.
• Promote a positive, motivated and collaborative team culture aligned with company values.
• Participate in training to maintain role knowledge and professional development.
Key Skills & Experience
• Previous experience leading a team within a Helpdesk / Facilities Management / Contact Centre environment.
• Strong administrative and organisational skills, with the ability to manage multiple priorities.
• Exceptional verbal and written communication skills, confident dealing with stakeholders at all levels.
• Proven experience working in a fast-paced environment and managing high volumes of tasks.
• Advanced Microsoft Excel skills, including Pivot Tables, VLOOKUPs and data interpretation.
• Positive, motivated and supportive leadership style, focused on team performance and customer service.
Benefits
• 33 days paid holiday (including bank holidays)
• Free on-site parking
• Subsidised canteen and vending facilities
• Pension scheme (up to 5% matched contribution)
• Company-funded Healthshield cash plan
• Discounts and cashback across major retailers including Costco, IKEA, Apple, Argos, Currys and more
If you’re ready to take the next step in your career and join a supportive and dynamic organisation, please apply with your CV in confidenceBefore You Apply
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