Helpdesk Team Leader

EQUANS SERVICES LIMITED; Birmingham; On-site; GBP 27,000 - 28,000; Full time

Benefits offered by this job

24 days leave

Life cover 1.5x salary

Employee discounts

Gym discounts

Cycle to work

Holiday purchase scheme

CSR days

Training & development opportunities

Employee referral rewards

Networking groups

EAP & wellbeing app

Job summary

Equans in Birmingham is seeking a Helpdesk Team Leader for a full-time, permanent role. Salary banding is £26,500–£27,975 with a competitive benefits package. The role includes a rotating pattern of two 12‑hour day shifts followed by two 12‑hour night shifts and an on-call rota (one week in four).

A shift allowance is provided in addition to the base salary. The Team Leader will manage the Helpdesk, report on performance, chair meetings, and drive improvements.

Qualifications

• Experience leading a helpdesk or service desk team.
• Experience managing a team and allocating work.
• Strong communication and stakeholder engagement.
• DBS check clearance required.

Responsibilities

• Manage and monitor reactive and planned maintenance work orders through Maximo, with adherence to response/rectification times.
• Prioritise, schedule and dispatch service requests, reactive works and PPM activities using Maximo, radios and PDAs.
• Process purchase requisitions and orders for materials and subcontractors.
• Maintain workflow records, filing systems and operational reports.
• Support the development of Workflow Operators through training and performance reviews.
• Act as the first point of contact for internal and external stakeholders.
• Provide cover for colleagues and participate in on-call rota.
• Assist with site familiarisation and special projects to support service operations.

Skills

Team leadership

Managing a team

Helpdesk communication

Written & oral communication

Plan prioritise allocate work

Self-discipline & initiative

Tools

Maximo

SAP

Coupa

Job description

Equans is looking for a Helpdesk Team Leader to join our team in Birmingham, QE Hospital. This is a full-time, permanent role. On offer is a salary banding of £26,500- £27,975.00 depending on skills, plus a competitive benefits package.

• Working Pattern: The successful candidate will work a rotating shift pattern of two 12-hour day shifts (7:00am to 7:00pm), followed by two 12-hour night shifts (7:00pm to 7:00am).
• On-Call Requirement: Participation in an on-call rota is required, covering one week in every four.
• Additional Benefits: A shift allowance is provided in addition to the basic salary.

The workflow Team Leader plays a critical part in the Operational Team, the candidate will control all processes for the Helpdesk team and will take full control & responsibility for the performance of a shift team. They will also play a key role in reporting and will complete all month end performance reports. The candidate will need to have strong leadership skills and be able to chair meetings & use innovative ideas to overcome issues.

What will you deliver?

• Manage and monitor reactive and planned maintenance work orders through Maximo, ensuring compliance with response and rectification times.
• Prioritise, schedule and dispatch service requests, reactive works and PPM activities using Maximo, radios and PDAs.
• Process purchase requisitions and orders for materials and subcontractors, while monitoring the flow of job requests.
• Maintain workflow records, filing systems and operational reports, providing administrative support across the team.
• Support the development of Workflow Operators through training, performance reviews and participation in the appraisal process.
• Act as the first point of contact for internal and external stakeholders, providing information and support as required.
• Provide cover for colleagues, participate in the on-call rota and undertake training to ensure effective delivery of the role.
• Assist with site familiarisation, special projects and other duties required to support the smooth operation of the service.

What can we offer you?

On offer is a competitive salary and benefit package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are you?

Essential Criteria

• Previous Experience in a Team Leader Role
• Managing a team
• Excellent communication skills Skilled in Helpdesk call processing
• An effective communicator both written & oral
• To plan, prioritise and allocate work
• Self-disciplined and able to work on own initiative Flexible and adaptable approach to work

Desirable Criteria

• Preferably Maximo trained, however job specific training can be provided
• Preferably experience of using SAP & Coupa finance and purchasing systems.

This role includes a DBS Standard check therefore ability to pass is essential.

Who are we?

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting‑edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.

Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.

What's next?

At Equans, we're committed to building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third‑party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer‑focused way, helping us ensure the right checks are completed from the start of the application journey.

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview.

Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.

Place: Workplace : Birmingham United Kingdom