Helpdesk Team Lead — Facilities & Service Excellence

EMCOR UK; Birmingham; On-site; GBP 30,852 - 37,708; Full time

Benefits offered by this job

25 Days holidays + Bank holidays

Bike To Work Scheme

Refer a Friend scheme

Health cash plan

Employee Assistance Programme

Job summary

EMCOR UK is seeking a Helpdesk Supervisor for the BBC Birmingham Mailbox to lead the account help desk service, delivering reactive and proactive task handling with top‑level customer service.

You will monitor contractual compliance, supervise the team, manage CAFM, coordinate faults and engineers, and liaise with clients to resolve incidents while ensuring delivery requirements are met and supporting holiday cover.

Qualifications

• Experience in help desk management and CAFM systems.
• Strong customer service and negotiation skills.
• Excellent planning and organisation ability.
• Confident communication with staff, suppliers and customers at all levels.

Responsibilities

• Take overall daily responsibility and ownership of the helpdesk.
• Supervise the team and ensure all reactive work orders are responded to within timelines.
• Instil a culture of customer service excellence.
• Manage CAFM to ensure work orders are dealt with effectively.
• Coordinate faults, schedule engineers and communicate with customers.
• Liaise with clients to escalate out-of-line incidents.
• Ensure EMCOR UK meets the contractual delivery requirements.
• Raise purchase orders and manage customer meeting arrangements.
• Provide holiday cover for colleagues when required.

Skills

Customer service

Team supervision

Planning

Organisational skills

Communication skills

Negotiation

Microsoft Office

CAFM system

Multitasking

Resilience under pressure

Tools

CAFM software

MS Office

Job description

EMCOR UK is seeking a Helpdesk Supervisor for the BBC Birmingham Mailbox to lead the account help desk service, delivering reactive and proactive task handling with top‑level customer service.

You will monitor contractual compliance, supervise the team, manage CAFM, coordinate faults and engineers, and liaise with clients to resolve incidents while ensuring delivery requirements are met and supporting holiday cover.