Helpdesk Team Leader - #1693057

Days of Working: Monday to Friday

Shift Pattern: 8am-4.30pm and 8.30am-5pm

As part of your role, your key responsibilities will include, but are not limited to:

• Rotational On Call Out of Hours support, agreed additional payment provided for this period


• Check OOH handover and pass any jobs that need actioned to the team and ensure progression.


• Manage and support the team with daily goals


• Mailbox management should be checked and driven with the team


• Add Quality check events to the job with all details and findings and feedback good and bad to the team members, quality check Telephone Calls.


• Pull contract specific reports and telephony reports, liaising with key stakeholders on regular basis and providing reports and feedback to check and monitor performance


• Pick up any escalations with urgency and see through to completion with the team if necessary.


• Organise and chair team meetings according with any new changes & also give your everyone a chance to voice any points good or bad but in a constructive controlled manner.


• Conduct monthly 1-2-1 with each team member. Go over achievements for the month and any points for improvement.


• Keep all staff records up to date including Contact details sheet, HR files, 1-2-1's, ROC's probation tracker, review tracker, training tracker (processes and e-learning)


• Carry out absence management within the team and ensure any absences are reported correctly and monitored for trigger points.


• Ensure your team are trained on all aspects of their job or highlight to HD trainers when extra training is needed.

What are we looking for?

• Applicants must have the right to work in the UK


• Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.


• High understanding and experience with Microsoft Office software packages.


• High level of IT and systems literacy.


• Experience in using CAFM or other management systems.


• Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.


• Excellent team motivator and communicator.