Helpdesk Team Leader

Helpdesk Team Leader
Contract: Government
Location: Livingston, EH54 8AF
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Helpdesk Team Leader to lead, coach and motivate a team of Helpdesk Operators to achieve service excellence.

This role is responsible for overseeing service requests, managing workflow processes and ensuring work orders are completed in line with contractual response and completion times.

Job Description

The successful candidate will play an important role in supporting operational performance, compliance activities and continuous service improvement. Working within a busy helpdesk environment, you will ensure the effective coordination of reactive and planned maintenance activities while maintaining high levels of customer service and compliance.

We are looking for an experienced helpdesk professional with strong team leadership skills, experience of PPM planning within a CAFM system, and a good understanding of statutory compliance and SFG20.

The successful candidate will play a key role in supporting operational performance, compliance activities and continuous service improvement.

Key Responsibilities

• Lead, coach and motivate a team of Helpdesk Operators to deliver excellent customer service.
• Monitor and manage work orders to ensure compliance with contractual response and completion times.
• Oversee the receipt, prioritisation and allocation of service requests, including reactive and planned maintenance work.
• Manage workflow processes to ensure efficient job allocation, completion and resource planning.
• Conduct regular 1:1 meetings, performance reviews and development conversations, while supporting training and onboarding activities.
• Act as the first point of escalation for Helpdesk queries and operational issues, building strong relationships with clients and key stakeholders.
• Support compliance activities by managing PPM planning in accordance with SFG20, collecting statutory certification and reviewing incoming documentation.
• Produce operational, compliance and PPM reports, distribute remedial works through CAFM, and monitor hard FM service team compliance against contractual and statutory requirements.

Professional and Personal Competencies / Qualifications

• Previous experience in a Team Leader, Supervisor or Senior Helpdesk role.
• Proven experience of helpdesk supervision and team leadership.
• Ability to work effectively under pressure in a busy, customer-focused environment.
• Excellent written and verbal communication skills.
• Strong data handling skills, including proficiency in Microsoft Excel.
• Basic understanding of statutory compliance and SFG20.
• Experience of PPM planning within a CAFM system.
• Experience liaising with subcontractors.
• Knowledge of PPM deliverables.