Helpdesk Team Leader

Wiltshire Council; Trowbridge; On-site; 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

Salary: £34,434 - £36,363 per annum

Hours per week: 37 hours

Interview date: To be confirmed upon shortlisting

Are you ready to lead a team at the heart of a fast-moving property service? Join our Property Investment and Operations team as a Helpdesk Team Leader and take ownership of how maintenance across the council's estate is delivered. If you thrive on organisation, enjoy leading people, and want to make a visible impact on frontline services, this role offers a fantastic opportunity to step up.

You will lead a small, dedicated helpdesk team, ensuring repair requests are logged, triaged, and progressed smoothly from start to finish. In a busy, operational environment, you will prioritise work based on urgency and risk, making sure contractors have clear instructions and stakeholders stay informed. Your leadership will be key in maintaining a responsive, high-quality service that keeps buildings safe and functional.

Working at the centre of a contractor-led delivery model, you will collaborate with internal teams, building users, and external partners, monitoring work in progress, oversee urgent and emergency repairs. Alongside this, you'll use CAFM systems and data insights to track performance, spot trends, and drive improvements that enhance service quality and customer satisfaction.

We're looking for a proactive, organised leader with experience managing operational teams and a drive for continuous improvement. As a confident communicator you will motivate others, solve problems, and use data to inform decisions.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer-facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Wayne Robson, Contract & Works Delivery Manager, at [e-mail].

Application criteria

While we welcome applications from job seekers who require skilled worker sponsorship, we are not able to issue a defined certificate of sponsorship due to limitations in our sponsorship capacity.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.