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- Tasks: Lead a dynamic helpdesk team to deliver top-notch customer service and efficient task management.
- Company: Join a global facilities management organisation with a focus on teamwork and innovation.
- Benefits: Enjoy a competitive salary, 25 days annual leave, and opportunities for training and progression.
- Why this job: Make a real impact by leading a team that supports clients and resolves issues effectively.
- Qualifications: Experience in helpdesk leadership and strong communication skills are essential.
- Other info: Work in a fast-paced environment with excellent career growth potential.
The predicted salary is between 30000 - 42000 £ per year.
Global Facilities Management Organisation CBW Staffing Solutions are recruiting for an experienced Helpdesk Team Leader who will be responsible for overseeing the daily operations of the helpdesk team, ensuring high levels of customer service, prompt response times and efficient allocation of tasks. You will play a pivotal role in leading a team of coordinators and agents who support clients and internal stakeholders with reactive maintenance requests, service logging and job tracking.
Package
- Competitive salary of £30,000 per annum (depending on experience)
- Core hours are Monday to Friday (40 hours per week)
- 25 days annual leave plus bank holidays
- Training, development & progression opportunities
Responsibilities
- Lead, coach and motivate the helpdesk team to deliver exceptional service
- Act as the main point of contact for escalations, queries, and performance issues
- Monitor and manage workload distribution and ensure all SLAs/KPIs are met
- Support the implementation of helpdesk processes and system improvements
- Prepare and deliver performance reports to management
- Liaise with clients, contractors and internal departments to ensure effective communication and issue resolution
- Conduct regular 1‑1s, appraisals and training sessions for team development
Requirements
- Proven experience in a similar helpdesk or customer service leadership role, ideally within the Facilities Management sector
- Strong understanding of CAFM systems (e.g., Concept, Planon, or similar)
- Excellent communication, interpersonal and organisational skills
- Ability to remain calm under pressure and manage competing priorities
- Strong problem‑solving skills and a proactive approach to service delivery
- Competent in MS Office and helpdesk reporting tools
Interested? Apply with an up-to-date CV or contact Aaron Rutter at CBW Staffing Solutions.
Facilities Helpdesk Team Leader in Manchester employer: Cbw Staffing Solutions Limited
Contact Detail:
Cbw Staffing Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Facilities Helpdesk Team Leader in Manchester
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on CBW Staffing Solutions. Understanding their values and work environment can help you tailor your responses and show that you're a great fit for the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you articulate your experience in leading teams and managing helpdesk operations confidently.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share specific examples of how you've tackled challenges in previous roles. Highlighting your proactive approach will impress the interviewers and demonstrate your capability.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that keeps you fresh in their minds and shows your enthusiasm for the role.
We think you need these skills to ace Facilities Helpdesk Team Leader in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in helpdesk or customer service leadership roles. We want to see how you've led teams and improved service delivery, so don’t hold back on those achievements!
Showcase Your Skills: Emphasise your understanding of CAFM systems and your problem-solving skills. We’re looking for someone who can manage competing priorities, so give us examples of how you’ve done this in the past.
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible to make it easy for us to see your key qualifications and experiences at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Cbw Staffing Solutions Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of CAFM systems like Concept or Planon. Being able to discuss these tools confidently will show that you're not just familiar with the tech, but that you can lead a team effectively using them.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Think about specific situations where you motivated your team or resolved conflicts. This will help demonstrate your ability to coach and inspire others, which is key for this role.
✨Understand SLAs and KPIs
Familiarise yourself with what SLAs and KPIs are relevant to the helpdesk environment. Be ready to discuss how you've met or exceeded these metrics in previous roles, as this will highlight your commitment to exceptional service delivery.
✨Practice Problem-Solving Scenarios
Anticipate questions about how you'd handle specific challenges, such as managing workload distribution or dealing with escalations. Practising these scenarios will help you articulate your proactive approach and calmness under pressure during the interview.
