Helpdesk Team Leader

TN United Kingdom; Birmingham; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Helpdesk Team Leader to join their dynamic team at a prominent hospital in Birmingham. This full-time position involves managing a dedicated team, ensuring efficient workflow and adherence to service standards. The role demands strong leadership and innovative problem-solving skills, providing an exciting opportunity to contribute to operational excellence. With a competitive salary and a comprehensive benefits package, this position offers a chance to grow professionally while making a significant impact in a vital service environment.

Benefits

24 days annual leave plus public holidays

Life Cover (1.5x salary)

Employee discounts

Cycle scheme

Social responsibility days

Learning opportunities

Professional development

Employee referral rewards

Mental health support

Qualifications

• Proven experience in team management and leadership.
• Strong skills in Helpdesk operations and call processing.

Responsibilities

• Manage and oversee Helpdesk processes and team performance.
• Ensure compliance with SLA and KPI standards for service requests.

Skills

Team Leadership

Helpdesk Call Processing

Problem-Solving

Time Management

Communication Skills

Education

Experience managing a team

Tools

Maximo

SAP

Coupa

Job description

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Helpdesk Team Leader at EQUANS

EQUANS is looking for a Helpdesk Team Leader to join our team based at Queen Elizabeth Hospital, Birmingham, on a permanent basis. This is a full-time role working 42 hours per week. We offer a competitive salary and benefits package.

You will report directly to the Workflow Supervisor, managing a team of workflow operators to ensure all jobs meet contractual SLA and KPI standards.

The Helpdesk Team Leader plays a crucial role in the Operational Team, overseeing all Helpdesk processes, taking full responsibility for shift team performance, and contributing to reporting and performance assessments. Strong leadership skills, meeting facilitation, and innovative problem-solving are essential.

Key Responsibilities

1. Manage Work Orders managed by Workflow Operators.
2. Monitor compliance with response and rectification times.
3. Prioritize and input service requests from users.
4. Plan and dispatch Reactive and PPM Work Orders within Maximo via radio & PDA.
5. Close Reactive and Planned Maintenance Work Orders in Maximo.
6. Maintain Workflow records and filing systems.
7. Handle purchase requisitions and order processing for materials and subcontractors.
8. Monitor flow of all job requests.
9. Assist in training the Workflow Team.
10. Provide administrative support, including record-keeping and reporting.
11. Act as the first point of contact for internal and external inquiries.
12. Provide cover for colleagues as needed.
13. Participate in training and special projects.
14. Undertake 1:1 appraisals with team members and participate in company appraisal processes.

What We Offer

Competitive salary and benefits, including:

• 24 days annual leave plus public holidays
• Life Cover (1.5x salary)
• Employee discounts, cycle scheme, social responsibility days
• Learning opportunities and professional development
• Employee referral rewards, employee networks, mental health support

Candidate Profile

• Experience managing a team as a Team Leader
• Skilled in Helpdesk call processing
• Ability to plan, prioritize, and work independently
• Flexible, adaptable, and preferably familiar with Maximo, SAP, and Coupa systems

Note: This role requires a Standard DBS check and the ability to work legally in the UK. No relocation packages are available.