Helpdesk Team Leader

We are March, the UK\’s leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process, and digital services has led to long-term partnerships with leading organizations in industries ranging from food and drink and utilities to high-security sectors such as defence, aerospace, and nuclear. We are currently seeking to employ a Helpdesk Team Leader who will assist in leading the team with training, call handling, resource planning, and statutory compliance monitoring across all contracts within the Facilities Services division. Key Responsibilities Train and refresh our existing team and any new employees in the processes across all contracts. Organise and lead our Helpdesk team to deliver excellent customer service. Proactively monitor our customers\’ work order progression through to completion within the required SLAs. Respond to client queries and escalations in a timely manner with clear and concise updates on the progression of works. Oversee all planned maintenance activities across all contracts, ensuring all work is allocated and completed by our engineering team and specialist sub-contractors. Assist in logging reactive jobs accurately and efficiently via telephone and email. Upload client PPM yearly planners to our CAFM system. Utilize internal and external reports and dashboards to drive performance, helping everyone meet our contractual KPIs. Generate purchase orders (subcontractor, materials). Undertake relevant administrative tasks as required by the business. Liaise with engineering resources and Contract Managers to ensure efficient planning and service delivery of all tasks. Skills And Experience Experience and knowledge of working within SLAs and KPIs. Previous experience in planning and scheduling planned and reactive tasks for a mobile workforce. Good attention to detail, including a high level of accuracy. Ability to prioritize and communicate effectively. Excellent organisational and communication skills. Specific Qualifications Previous experience of organizing, leading, or overseeing a Helpdesk or similar fast-paced environment. Excellent customer service skills. Experience with Microsoft packages. What we offer A competitive salary and benefits package appropriate to this position. An employer who values the ongoing wellbeing of its employees. Career development within a successful and growing business. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr