At a Glance
- Tasks: Lead a dynamic helpdesk team, ensuring top-notch service and performance.
- Company: Join a world-leading service provider with a global presence.
- Benefits: Competitive salary, Monday to Friday hours, and opportunities for career growth.
- Other info: Immediate start available; perfect for those ready to take on a leadership role.
- Why this job: Make a real impact by mentoring and developing your team in a fast-paced environment.
- Qualifications: Experience in helpdesk management and familiarity with CAFM systems required.
Location: Bracknell
Basic Salary: £32k - £35k Per Annum
Hours of Work: Monday - Friday 9am-5pm
A World Leading Service provider who operates on an international scale is looking for a Help Desk Team Leader based in Bracknell area working for the large corporate building. This role is with the hours of Mon-Fri 9am-5pm so the successful candidate will have to be available immediately and must have experience in working on the helpdesk as well as managing a helpdesk team before; plus using CAFM experience and dealt with planning reactive.
Key Responsibilities:
- To manage the day-to-day performance of a small team of Helpdesk Operatives ensuring the continuing achievement of SLA targets.
- To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
- To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.
- The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.
- In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working.
- The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
- Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
- Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions.
- Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards. To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.
- Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.
The Ideal Candidate:
- Proven consistent experience in management within a Contact Centre / Service Centre environment.
- Experience and understanding of both soft and hard fm services and their delivery.
- Experience in and confidence in the use of a CAFM system.
- Ability to interrogate data and analyse reports.
- Ability to lead a team in a rapidly changing environment.
- Ability to handle multiple priorities in a fast-paced work environment.
- Customer focused and responsive.
- Demonstrated ability to coach & develop individuals and the team.
- Advanced computer skills in MS Office.
- Analytical and decision-making skills.
- Excellent communication (verbal & written) skills.
- Remain calm under pressure.
If this role is of any interest then please do apply for the role above.
Helpdesk Team Leader in Bracknell employer: Invictus Group
As a world-leading service provider, we pride ourselves on fostering a dynamic and supportive work environment in Bracknell. Our commitment to employee growth is evident through regular training, mentoring, and performance reviews, ensuring that every team member has the opportunity to thrive. With a focus on collaboration and continuous improvement, we offer a rewarding career path for those looking to make a meaningful impact in a corporate setting.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader in Bracknell
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Helpdesk Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews! Research common questions for team leader roles and practice your answers. Highlight your experience in managing helpdesk teams and using CAFM systems. Confidence is key, so get comfortable talking about your achievements!
✨Tip Number 3
Show off your skills! If you have any relevant certifications or training, make sure to mention them during interviews. This will demonstrate your commitment to professional development and your ability to lead effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us!
We think you need these skills to ace Helpdesk Team Leader in Bracknell
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Helpdesk Team Leader role. Highlight your management experience in a helpdesk or service centre environment, and don’t forget to mention your CAFM system skills!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific examples of how you've led teams and improved processes in previous positions.
Showcase Your Soft Skills:This role requires excellent communication and coaching abilities. Make sure to include examples that demonstrate your customer focus and how you've developed team members in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on board quickly!
How to prepare for a job interview at Invictus Group
✨Know Your Stuff
Make sure you brush up on your helpdesk management experience and CAFM systems. Be ready to discuss specific examples of how you've led a team, met SLA targets, and improved processes in previous roles.
✨Showcase Your Leadership Skills
Prepare to talk about your approach to mentoring and developing team members. Think of instances where you've conducted 1-1s or PDRs and how you’ve contributed to employee engagement and retention.
✨Be Data Savvy
Since the role involves analysing reports and KPIs, be prepared to discuss how you've used data to drive improvements in your previous positions. Bring examples of how you've interrogated data to identify weaknesses and implement corrective actions.
✨Stay Calm Under Pressure
The interviewers will likely want to see how you handle stress and multiple priorities. Have a few stories ready that demonstrate your ability to remain composed and effective in fast-paced environments.
