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A well-respected and established company based in St Albans are looking for a Helpdesk Team Leader to join their friendly and close-knit team.
This newly developed role reports into the Service Delivery Manager and is required to guide and support the Helpdesk Coordinators with everyday decision making to ensure that contract SLAs are met and internal processes are followed.
What’s in it for you?
·        Salary up to £35k depending on experience
·        Hours – Mon-Fri 8.30am-5.30pm, fully in the office
·        Great training and progression opportunities
·        Free parking
·        Social outings!
Key responsibilities:
·        Monitor Team performance
·        Overseeing day to day tasks
·        Ensuring work processes are maintained
·        Supporting the SDM with setting clear goals and targets for the team.
·        Supporting the SDM with team performance.
·        Manage and oversee supporting suppliers such as the Out of Hours Team
·        Deal with initial queries from suppliers, subcontractors and client where possible
·        Reviewing compliance and health and safety documentation for daily tasks
·        To manage incoming reactive maintenance helpdesk jobs on various contracts, raising, allocating, reviewing, reworking and signing off
·        Liaising with engineers and subcontractors throughout the day
·         Daily monitoring of system to ensure that helpdesk faults and work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI's and SLA's
·        Provide a friendly and professional point of contact for client queries or concerns
·        Handle incoming calls and make outgoing calls as required
·        Manage daily e-mails, personal and helpdesk mailbox, responding and actioning as required
·        Liaising with wider team members where necessary to ensure the best resolution
·        Completing administration tasks including daily reporting and signing off work
What the client are looking for:
·        Confident in leading and supporting a team
·        Attention to detail
·        Excellent communication skills
·        Experience with planning and scheduling of engineers – desirable
·        Enhanced knowledge of facilities maintenance – desirable
·        The ability to make decisions, take ownership and use your own initiative to resolve problems
·        Exceptional customer service and administration skills
·        Self-motivated, enthusiastic and professional
·        The proven ability to work under pressure and deal with challenging situations and people
·        A understand of at what point to escalate to management to prevent further issues arising
Red Door Recruitment is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. Full details available on our website.
Please note due to the number of applications we often receive, only shortlisted applicants will be contacted.
