Helpdesk Team Leader - Customer Service & Operations

RG Setsquare; Tyseley; On-site; GBP 35,000 - 48,000; Full time

Job summary

RG Setsquare in Tyseley, United Kingdom, is seeking a Team Manager to lead a busy Helpdesk team responsible for planned maintenance, reactive works, and customer service excellence.

You will drive performance, coach the team, manage rotas and resource planning, and ensure PPMs and reactive works are completed efficiently while maintaining high customer service standards and strong stakeholder relationships.

Qualifications

• Previous experience managing or supervising a team.
• Strong communication and people management skills.
• Customer-focused with excellent organisational abilities.
• Able to work in a fast-paced environment and manage multiple priorities.
• Experience within Helpdesk, Facilities Management, Scheduling, Service Desk, or Maintenance environments is desirable.

Responsibilities

• Lead, motivate, and develop a Helpdesk team.
• Monitor performance, quality, attendance, and productivity.
• Deliver coaching, training, and performance reviews.
• Manage rotas, holiday approvals, and resource planning.
• Ensure PPMs, reactive works, and additional jobs are completed efficiently.
• Support recruitment, inductions, and employee relations activities.
• Build strong relationships with customers and internal stakeholders.
• Promote a high standard of customer service.
• Ensure compliance with Health & Safety procedures and company policies.

Skills

People management

Communication

Organisational skills

Customer service

Job description

RG Setsquare in Tyseley, United Kingdom, is seeking a Team Manager to lead a busy Helpdesk team responsible for planned maintenance, reactive works, and customer service excellence.

You will drive performance, coach the team, manage rotas and resource planning, and ensure PPMs and reactive works are completed efficiently while maintaining high customer service standards and strong stakeholder relationships.