Helpdesk Team Leader

EQUANS; Birmingham; On-site; GBP 26,500 - 27,975; Full time

Benefits offered by this job

Paid days annual leave

Life Cover

Employee discounts

Gym membership discounts

Cycle to work scheme

Corporate social responsibility days

Learning opportunities

Employee referral rewards

Employee networks

Employee Assistance Program

Job summary

Equans is recruiting a Helpdesk Team Leader to join our Healthcare team at Queen Elizabeth Hospital Birmingham.

You will lead the Helpdesk, manage requests to SLA/KPI targets, and develop a high-performing team in a fast-paced environment. The role includes on-call duties and shift patterns, with a competitive salary and 42-hour week.

Qualifications

• Previous experience in a Team Leader, Supervisor, or Senior Helpdesk role.
• Experience mentoring a team within Helpdesk/Facilities Management or operations.
• Strong organisational and workload prioritisation skills.
• Excellent communication and interpersonal skills.
• Ability to work under pressure in a busy, customer-focused environment.
• Experience managing multiple tasks with high accuracy and service.
• Strong IT skills and experience using service management systems.
• This role includes a Standard DBS check.

Responsibilities

• Leading, coaching and motivating a team of Helpdesk Operators to achieve service excellence.
• Monitoring and managing work orders to ensure contractual response and completion times.
• Overseeing receipt, prioritisation and allocation of service requests.
• Planning and dispatching reactive and planned maintenance work through Maximo.
• Managing workflow processes to ensure efficient job allocation and completion.
• Supporting performance reporting and producing month-end operational reports.
• Conducting regular 1:1s, performance reviews and development conversations.
• Assisting with the delivery of training and onboarding for Helpdesk colleagues.
• Acting as the first point of escalation for Helpdesk queries and operational issues.
• Maintaining accurate records, reports and administrative documentation.
• Processing purchase requisitions and ordering of materials and subcontractor services.
• Supporting audits, inspections and compliance activities.
• Participating in an on-call rota as required.
• Identifying opportunities to improve service delivery, efficiency and customer satisfaction.
• Building strong working relationships with clients, operational teams and key stakeholders.

Skills

People leadership

Communication skills

Time management

Attention to detail

IT service management

Tools

Maximo

SAP

Coupa

Job description

Equans is looking for a Helpdesk Team Leader to join our team in Queen Elizabeth Hospital Birmingham B15 2WB.

Permanent full time role – 42 hours per week. Competitive salary of £26,500 - £27,975 per annum, depending on skills and experience.

Shift times:

Four on Four off shift pattern

0700-1900. 0700-1900 1900-0700 1900-0700 To Cover On Call on a rotation plan

What will you deliver?

We are looking for an experienced and motivated Helpdesk Team Leader to join our Healthcare team at Queen Elizabeth Hospital Birmingham.

This is an exciting opportunity for a customer-focused leader who thrives in a fast-paced environment and enjoys developing high-performing teams. You will be responsible for leading the Helpdesk function, ensuring service requests are managed efficiently and delivered in line with contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

As a key member of the operational team, you will oversee the day-to-day activities of the Helpdesk, support continuous improvement initiatives, drive team performance, and ensure exceptional service delivery for both internal and external stakeholders.

Key Responsibilities

• Leading, coaching and motivating a team of Helpdesk Operators to achieve service excellence.
• Monitoring and managing work orders to ensure compliance with contractual response and completion times.
• Overseeing the receipt, prioritisation and allocation of service requests.
• Planning and dispatching reactive and planned maintenance work through Maximo.
• Managing workflow processes to ensure efficient job allocation and completion.
• Supporting performance reporting and producing month-end operational reports.
• Conducting regular 1:1s, performance reviews and development conversations.
• Assisting with the delivery of training and onboarding for Helpdesk colleagues.
• Acting as the first point of escalation for Helpdesk queries and operational issues.
• Maintaining accurate records, reports and administrative documentation.
• Processing purchase requisitions and ordering of materials and subcontractor services.
• Supporting audits, inspections and compliance activities.
• Participating in an on-call rota as required.
• Identifying opportunities to improve service delivery, efficiency and customer satisfaction.
• Building strong working relationships with clients, operational teams and key stakeholders.

Who are we looking for?

• Previous experience in a Team Leader, Supervisor, or Senior Helpdesk role.
• Experience managing or mentoring a team within a Helpdesk, Facilities Management, Customer Service, or operational environment.
• Strong organisational and workload prioritisation skills.
• Excellent communication and interpersonal skills.
• Ability to work effectively under pressure in a busy, customer-focused environment.
• Experience managing multiple tasks while maintaining high levels of accuracy and service.
• Strong IT skills and experience using service management systems.

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

Desirable

• Previous experience using Maximo.
• Knowledge of Facilities Management or Healthcare environments.
• Experience using SAP and/or Coupa systems.
• Experience producing operational and performance reports.

What We Offer

• Paid days annual leave (+ public holidays)
• Life Cover equivalent to X1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme\li>
• 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 including Accessibility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Women Together (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

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.

Our ambition

At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.

We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.