About

Job Title:Help Desk Team LeaderLocation: Hagley Type:Full Time [8.30-5.00]Salary: Up to £35KJob Description: We are recruiting for an experienced Help Desk Team leader to oversee a small but busy team. They will be joining a successful Facilities Management company who specialise in the delivery of service, maintenance and compliance and other areas of hard FM.The company operates nationwide, completing reactive and planned works across a number of retail and commercial sites.Duties and Responsibilities:Support and Line management responsibilities for Help Desk team; providing coaching, performance reviews, absence management, setting targets, work monitoring, escalation, etc. Carry out weekly and monthly reporting to Senior Management.Managing the workload of the service desk team ensure tasks are prioritised accordingly.Maintain relationships with Account Managers and continuously monitor client service delivery against SLAs and KPIsOversea allocation of work to engineers in response to reactive and planned maintenance, ensuring smart strategic geographical planning and service level agreements are met.Assist with producing estimates and quotations for customers and clients. Ensuring time on site for reactive, quoted and planned maintenance works are within contract budgets/spend limits. Job by job communication and tracking of engineering workforce to ensure operation systems are accurate and up to date within real time [e.g through client portals].Ensuring job statuses within the CAFM system are upto date.Ensuring client issued spreadsheets are up to date and issued in set timescales.Be the key point of contact for the team, clients and engineers. Handle escalations and resolve issues promptl