Helpdesk Team Leader

Guidant Global; Worthing; On-site; GBP 1,000; Full time

Job summary

A leading energy services company in Worthing is seeking a Help Desk Team Leader to oversee a talented team of Work Coordinators. In this role, you will manage service requests, monitor performance metrics, and ensure high standards of customer service. The ideal candidate will have a strong background in helpdesk operations and leadership, as well as proficiency in CAFM systems like Planon. This position offers an opportunity to lead and innovate in a dynamic environment.

Qualifications

• Proven background in service desk or facilities coordination roles.
• Prior supervisory experience with team performance and development responsibilities.
• Strong knowledge of CAFM systems like Planon, Maximo, or Concept.

Responsibilities

• Lead and manage Helpdesk Work Coordinators, ensuring coverage and performance.
• Oversee logging, triaging, and dispatching of tasks using the CAFM Planon system.
• Monitor SLA/KPI compliance, handle complaints, and prepare operational reports.
• Ensure timely billing and accuracy of chargeable works with Finance.
• Provide risk reports to operations and regional managers.
• Maintain high standards of customer service delivery.
• Coordinate with technicians, managers, and contractors for service delivery.
• Track helpdesk metrics and drive continuous improvement.
• Engage with Audit, SHEQ, and Business Continuity teams.
• Ensure service levels meet client expectations through daily engagement.

Skills

Helpdesk Experience

Leadership

CAFM Proficiency

KPI/SLA Management

Communication Skills

Organisational Skills

Digital Literacy

Compliance Awareness

Analytical Thinking

Adaptability

Tools

Planon

Maximo

Concept

Microsoft Office

Job description

Overview

Base Location: Worthing

Rates: £18.38 per hour

Working pattern: 40 hours per week, Mon-Fri

EQUANS is a global leader in energy services, with nearly 100,000 employees in over 50 countries and an annual turnover of over 17 billion euros. In the UK & Ireland, EQUANS provides FM, regeneration, technical, and energy services, specialising in smart buildings, green mobility, district energy, as well as renewables. EQUANS\' 13,500 UK & Ireland employees support the transition to net zero and digital and industrial transformations. EQUANS is a Bouygues group company.

Step into the role of Help Desk Team Leader and energise your career as you guide a talented team of Work Coordinators, delivering outstanding service across a high-profile client contract. Reporting to the Account Director, you\'ll shape performance and provide essential operational updates, while forging dynamic partnerships with the client and their wider team—including Audit, Compliance, SHEQ, and Business Continuity experts. Each day offers new opportunities to connect with customers, drive excellence, and influence best practices. If you\'re ready to lead, inspire, and be the driving force behind service innovation, we want to hear from you!

Key Responsibilities

• Team Supervision: You will lead and manage Helpdesk Work Coordinators, ensuring coverage, training, and performance standards
• Service Request Management: You\'ll oversee logging, triaging, and dispatching of tasks using the CAFM Planon system
• Quality Assurance: Monitor SLA/KPI compliance, handle complaints, and prepare operational reports
• Work in Progress (WIP) Oversight: Ensure timely billing and accuracy of chargeable works with Finance
• Jeopardy Management: Provide risk reports to operations and regional managers
• Customer Service Delivery: You will maintain high standards of responsiveness and professionalism
• Stakeholder Collaboration: Coordinate with technicians, managers, and contractors for service delivery
• Performance Monitoring: Track helpdesk metrics and drive continuous improvement
• Compliance Engagement: Work closely with Audit, SHEQ, and Business Continuity teams
• Client Interaction: Ensure service levels meet client expectations through daily engagement

What do you need

• Helpdesk Experience: You should have proven background in service desk or facilities coordination roles
• Leadership: Prior supervisory experience with team performance and development responsibilities
• CAFM Proficiency: You must possess strong knowledge of systems like Planon, Maximo, or Concept
• KPI/SLA Management: Demonstrated success in meeting service metrics
• Communication Skills: Excellent interpersonal abilities across all stakeholder levels
• Organisational Skills: Capable of managing competing priorities in a fast-paced setting
• Digital Literacy: Proficient in Microsoft Office and collaboration tools
• Compliance Awareness: Understanding of health, safety, and legal service requirements
• Analytical Thinking: Ability to interpret performance data and support improvements
• Adaptability: Flexible in responding to changing client needs and operational demands

What happens now?

Your application/CV will be reviewed by the Recruiter managing this position and they will be in touch with you to discuss the role and next steps if your CV seems like a fit for this position within the next 48 hours.