Helpdesk Team Leader

Closing date
8 Jul 2021

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Technology & New Media
Contract Type

Job Details

Have you experience leading a team?

Do you thrive in a fast paced Customer Service environment?

Enjoy a workplace place where there are no 2 days the same?

If you have answered yes, yes and yes, then this could be the job for you!!

One Recruitment is looking for an experienced Helpdesk Team Leader for one of our Glasgow based clients who are a global market leading FM company.

The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI's and SLA's.

You will be responsible for leading and managing the team to ensure the highest level of customer care at all times. You will be responsible for ensuring all targets are being met and exceeded.

Duties & Responsibilities:

You will be responsible for managing a team of Customer Service Advisors to achieve key targets on an out of hours Helpdesk

You will support the service desk as the business develops and grows, the team same may increase accordingly

You will be the point of contact for all your teams process questions and escalations Manage lateness and act accordingly where needed

You will be responsible for coaching and motivating your team to ensure performance is enhanced

You will conduct monthly 1-1s and attendance management

Be responsible to carry out Performance management - performance improvement planning, disciplinary, investigation and conduct meetings

Identify any training needs in the Service Team Leaders and across the desk

Work on a rotational on call basis to support Service Desk function 24/7

To manage all budgets within target and to optimize the best value and where possible the lowest cost, without compromising service.

Qualifications, Skills & Experience:

Ideally you will have a working knowledge on a Helpdesk

Previous experience of leading a team effectively is essential

Educated to a Standard grade level as a minimum

Desirable if you have a NVQ Level 3 or above in Customer Service/Administration

Computer Literate

This role is to cover the "Out of Hours" helpdesk so we require someone who is flexible and adaptable, in return you will be rewarded with a competitive salary and a fantastic benefit package.

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