Helpdesk Team Lead - Maintenance & Data-Driven Ops

Wiltshire Council; Trowbridge; Hybrid; GBP 34,000 - 36,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Wiltshire Council is seeking a Helpdesk Team Leader within the Property Investment and Operations team to oversee maintenance across the council's estate.

You will log, triage, and progress repair requests, prioritise by urgency and risk, and ensure contractors have clear instructions while keeping stakeholders informed. The role combines leadership with data-driven service improvements in a hybrid-working setup.

Qualifications

• Experience leading operational teams in a facilities/maintenance context.
• Ability to analyse data and drive service improvements.
• Strong communication with internal and external stakeholders.

Responsibilities

• Lead a small helpdesk team to log, triage and progress repair requests.
• Prioritise work based on urgency and risk; ensure clear contractor instructions.
• Collaborate with internal teams and partners; monitor progress and performance using CAFM data.
• Use data insights to drive improvements in service quality and customer satisfaction.

Skills

Team leadership

Stakeholder communication

Data-driven decision making

Contractor coordination

Tools

CAFM software

Job description

Wiltshire Council is seeking a Helpdesk Team Leader within the Property Investment and Operations team to oversee maintenance across the council's estate.

You will log, triage, and progress repair requests, prioritise by urgency and risk, and ensure contractors have clear instructions while keeping stakeholders informed. The role combines leadership with data-driven service improvements in a hybrid-working setup.