Helpdesk Team Leader

Equans; Coleshill CP; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Life Cover

Cycle to work scheme

Employee discounts

CSR days

Job summary

Equans is seeking a Helpdesk Team Leader to oversee the Administration team on our Birmingham schools contract in Coleshill, operating on-site. The role requires driving productivity, coaching staff, and ensuring high-quality customer service within SLA timeframes.

You will manage job flow, log and assign tickets, and coordinate with engineers and subcontractors to meet targets. A background in helpdesk or facilities support, and strong communication skills are essential.

Qualifications

• Experience in a Helpdesk or Customer Service environment.
• Experience supervising or leading a team.
• Strong organisational and planning skills.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office applications.
• Experience using CAFM systems.

Responsibilities

• Lead and support the Helpdesk Administration team to log, assign and monitor reactive, planned and chargeable works in line with SLAs.
• Manage job flow: receipt of calls, logging, scheduling and chasing attendance, and closure of jobs.
• First point of contact for calls and service requests via telephone and email; log work orders in CAFM system.
• Daily management of open works, chase ETA, assist subcontractors for timely completion.
• Understand and apply SLA per service request and set customer expectations; prioritise workload.
• Provide proactive, customer-focused service and maintain positive relationships with site users.

Skills

Helpdesk experience

Team leadership

Organisation & planning

Communication skills

MS Office

CAFM systems

Tools

CAFM systems

Microsoft Office

Job description

Job: Support Functions Admin Support Contract type: Permanent Schedule: Full-Time Location: Coleshill United Kingdom Offer ID: 91796Equans is looking for a Helpdesk Team Leader to join our team on our Birmingham schools contract at Coleshill, Birmingham, B46 1JU on a permanent basis. This is a full-time position working 37.5 hours per week, 7.5 hours per day between the hours of 09:00 and 17:00, Monday to Friday with a 30 minute unpaid break. Flexibility is required to provide holiday/sickness cover on the 7am to 3pm or 10am to 6pm shifts as and when needed. On offer is a competitive salary and benefits package. Please note this role is based FULL-TIME ON SITE.General OverviewTo lead and support the Helpdesk Administration team, ensuring all reactive, planned and chargeable works are accurately logged, assigned and monitored in line with contractual requirements and service level agreements (SLAs). The role is responsible for maintaining a high-performing helpdesk function, driving productivity, providing coaching and support to team members, and ensuring excellent customer service is delivered at all times.The role also involves supporting colleagues with a variety of contract support tasks, contributing to the efficiency, performance and seamless service delivery across the Birmingham Schools estate. All activities must be completed within the contractually defined SLA timeframes.What will you deliver?Management of job flow to include receipt of calls, logging, assignment to relevant engineer or sub-contractor, scheduling and chasing of attendance and review and closure of all jobs.Actively manage job flow by reviewing open work and chasing the relevant party for updates to ensure completion within the required SLA.Allocate jobs appropriately in order to avoid SLA failures and to actively jeopardy manage all jobs.First point of contact for incoming telephone calls and service requests received by telephone and e-mail and escalation.Interpret and log work order requests, inputting details into an CAFM system.Daily Management of open works – chasing ETA work completion documents etc and interation for faster completion with the subcontractorsUnderstand, identify and apply the SLA for each service request and set expectation with customer, prioritising jobs appropriately.Deliver a proactive and customer-focused approach to service: Actively anticipate client needs and provide timely, courteous responses to all queries and requests, ensuring all issues are addressed efficiently and in accordance with service-level standards. Foster positive relationships with site users by consistently delivering helpful advice, clear communication, and updates on progress, aiming to enhance customer satisfaction and resolution outcomes.What can we offer you?On offer is a competitive salary and benefits package, which includes;24 days annual leave (+ public holidays)Life Cover equivalent to 1.5 times annual salaryEmployee discount shopping schemes on major brands and retailersGym membership discountsCycle to work schemeHoliday purchase scheme2 corporate social responsibility days per yearBroad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmesAttractive Employee Referral Rewards SchemeAccess to our growing employee networks24/7 Employee Assistance Program and access to mental wellbeing appWho are you?Previous experience working within a Helpdesk or Customer Service environment.Experience supervising or leading a team.Strong organisational and planning skills.Excellent communication and interpersonal skills.Ability to prioritise workload in a fast-paced environment.Proficient in Microsoft Office applicationsExperience using CAFM systems.Desirable to hold experience within Facilities Management.Knowledge of PPM and reactive maintenance processes is desirable.Desirable to hold understanding of SLA and KPI management.Experience producing management reports and performance analysis is desirable.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?If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.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. To find out more about this scheme please click here .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.