At a Glance
- Tasks: Lead and motivate a dynamic Helpdesk team to deliver exceptional service.
- Company: Join Equans, a leader in sustainable facilities management and energy services.
- Benefits: Enjoy competitive salary, annual leave, discounts, and wellness support.
- Other info: Be part of a diverse and inclusive workplace with growth opportunities.
- Why this job: Make a real impact in healthcare while developing your leadership skills.
- Qualifications: Experience in a supervisory role and strong communication skills required.
The predicted salary is between 26500 - 27975 £ per year.
E quans is looking for a Helpdesk Team Leader to join our team in Queen Elizabeth Hospital Birmingham B15 2WB.
This is a permanent full time role working 42 hours per week. On offer is a Competitive salary of £26,500 - £27,975 per annum, depending on skills and experience.
- Four on Four off shift pattern
- 0700-1900. 0700-1900 1900-0700 1900-0700
What will you deliver?
We are looking for an experienced and motivated Helpdesk Team Leader to join our Healthcare team at Queen Elizabeth Hospital Birmingham.
This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment and enjoys developing high-performing teams.
You will be responsible for leading the Helpdesk function, ensuring service requests are managed efficiently and delivered in line with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
As a key member of the operational team, you will oversee the day-to-day activities of the Helpdesk, support continuous improvement initiatives, drive team performance, and ensure exceptional service delivery for both internal and external stakeholders.
Key Responsibilities
- Leading, coaching and motivating a team of Helpdesk Operators to achieve service excellence.
- Monitoring and managing work orders to ensure compliance with contractual response and completion times.
- Overseeing the receipt, prioritisation and allocation of service requests.
- Planning and dispatching reactive and planned maintenance work through Maximo.
- Managing workflow processes to ensure efficient job allocation and completion.
- Supporting performance reporting and producing month-end operational reports.
- Conducting regular 1:1s, performance reviews and development conversations.
- Assisting with the delivery of training and onboarding for Helpdesk colleagues.
- Acting as the first point of escalation for Helpdesk queries and operational issues.
- Maintaining accurate records, reports and administrative documentation.
- Processing purchase requisitions and ordering of materials and subcontractor services.
- Supporting audits, inspections and compliance activities.
- Participating in an on-call rota as required.
- Identifying opportunities to improve service delivery, efficiency and customer satisfaction.
- Building strong working relationships with clients, operational teams and key stakeholders.
Who are we looking for?
- Previous experience in a Team Leader, Supervisor, or Senior Helpdesk role.
- Experience managing or mentoring a team within a Helpdesk, Facilities Management, Customer Service, or operational environment.
- Strong organisational and workload prioritisation skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure in a busy, customer-focused environment.
- Experience managing multiple tasks while maintaining high levels of accuracy and service.
- Strong IT skills and experience using service management systems.
This role includes a Standard DBS check therefore ability to pass is essential.
- Previous experience using Maximo.
- Knowledge of Facilities Management or Healthcare environments.
- Experience using SAP and/or Coupa systems.
- Experience producing operational and performance reports.
Desirable
- Previous experience using Maximo.
- Knowledge of Facilities Management or Healthcare environments.
- Experience using SAP and/or Coupa systems.
- Experience producing operational and performance reports.
What we offer
- Paid days annual leave(+ public holidays)
- Life Cover equivalent to X1.5 times annual salary
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Holiday purchase scheme
- 2 corporate social responsibility days per year
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
- Attractive Employee Referral Rewards Scheme
- Access to our growing employee networks including Accessibility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Women Together (representing women in Equans), Working Parents, and Young Professionals.
- 24/7 Employee Assistance Program and access to mental wellbeing app
E quans is looking for a Helpdesk Team Leader to join our team in Queen Elizabeth Hospital Birmingham B15 2WB.
This is a permanent full time role working 42 hours per week. On offer is a Competitive salary of £26,500 - £27,975 per annum, depending on skills and experience.
Shift times
- Four on Four off shift pattern
- 0700-1900. 0700-1900 1900-0700 1900-0700
What will you deliver?
We are looking for an experienced and motivated Helpdesk Team Leader to join our Healthcare team at Queen Elizabeth Hospital Birmingham.
This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment and enjoys developing high-performing teams.
You will be responsible for leading the Helpdesk function, ensuring service requests are managed efficiently and delivered in line with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
As a key member of the operational team, you will oversee the day-to-day activities of the Helpdesk, support continuous improvement initiatives, drive team performance, and ensure exceptional service delivery for both internal and external stakeholders
Key Responsibilities
- Leading, coaching and motivating a team of Helpdesk Operators to achieve service excellence.
- Monitoring and managing work orders to ensure compliance with contractual response and completion times.
- Overseeing the receipt, prioritisation and allocation of service requests.
- Planning and dispatching reactive and planned maintenance work through Maximo.
- Managing workflow processes to ensure efficient job allocation and completion.
- Supporting performance reporting and producing month-end operational reports.
- Conducting regular 1:1s, performance reviews and development conversations.
- Assisting with the delivery of training and onboarding for Helpdesk colleagues.
- Acting as the first point of escalation for Helpdesk queries and operational issues.
- Maintaining accurate records, reports and administrative documentation.
- Processing purchase requisitions and ordering of materials and subcontractor services.
- Supporting audits, inspections and compliance activities.
- Participating in an on-call rota as required.
Who are we looking for?
- Previous experience in a Team Leader, Supervisor, or Senior Helpdesk role.
- Experience managing or mentoring a team within a Helpdesk, Facilities Management, Customer Service, or operational environment.
- Strong organisational and workload prioritisation skills.
- Excellent communication and interpersonal skills.
- Ability to work effectively under pressure in a busy, customer-focused environment.
- Experience managing multiple tasks while maintaining high levels of accuracy and service.
- Strong IT skills and experience using service management systems.
This role includes a Standard DBS check therefore ability to pass is essential.
Desirable
- Previous experience using Maximo.
- Knowledge of Facilities Management or Healthcare environments.
- Experience using SAP and/or Coupa systems.
What we offer
- Paid days annual leave(+ public holidays)
- Life Cover equivalent to X1.5 times annual salary
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Holiday purchase scheme
- 2 corporate social responsibility days per year
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
- Attractive Employee Referral Rewards Scheme
- Access to our growing employee networks including Accessibility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Women Together (representing women in Equans), Working Parents, and Young Professionals.
- 24/7 Employee Assistance Program and access to mental wellbeing app
Who are we?
In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services.
Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.
Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024.
Equans is a subsidiary of the Bouygues group.
Our ambition
At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees.
This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.
We take ownership, act with integrity, and set high standards.
We listen, support, and care for one another.
We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way.
These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.
What's next?
As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.
At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported.
We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders.
Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.
You’ll also have access to our growing employee networks including Access Ability (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.
For this role, you must have evidence of the right to work in the UK.
Unfortunately, we are not able to offer a re-location package with this job role.
Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.
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Helpdesk Team Leader in Birmingham employer: Equans UK & Ireland
Equans UK & Ireland is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located at the John Radcliffe Hospital in Oxford, employees benefit from a stable work schedule, competitive remuneration, and unique perks such as a company share scheme and paid volunteering days, making it a rewarding place to build a career in healthcare facilities management.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equans UK & Ireland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Equans UK & Ireland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Team Leader in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Equans UK & Ireland:Your cover letter is your chance to shine! Tell us why you want to work at Equans UK & Ireland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Equans UK & Ireland!
How to prepare for a job interview at Equans UK & Ireland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
