FM Helpdesk Team Leader

FM Helpdesk Team Leader - Seascale - Global Facilities Management Organisation

CBW Staffing Solutions are recruiting for an experienced Helpdesk Team Leader who will be responsible for overseeing the daily operations of the helpdesk team, ensuring high levels of customer service, prompt response times and efficient allocation of tasks. You will play a pivotal role in leading a team of coordinators and agents who support clients and internal stakeholders with reactive maintenance requests, service logging, and job tracking.

Package:
Competitive salary of £35,000 per annum (depending on experience)Core hours are Monday - Friday (40 hours per week)25 days annual leave plus bank holidaysGenerous workplace pension schemeTraining, development & progression opportunities
Responsibilities:
Lead, coach and motivate the helpdesk team to deliver exceptional serviceAct as the main point of contact for escalations, queries, and performance issuesMonitor and manage workload distribution and ensure all SLAs/KPIs are metSupport the implementation of helpdesk processes and system improvementsPrepare and deliver performance reports to managementLiaise with clients, contractors and internal departments to ensure effective communication and issue resolutionConduct regular 1-1s, appraisals and training sessions for team development
Requirements:
Proven experience in a similar helpdesk or customer service leadership role, ideally within the Facilities Management sectorStrong understanding of CAFM systems (e.g., Concept, Planon, or similar)Excellent communication, interpersonal and organisational skillsAbility to remain calm under pressure and manage competing prioritiesStrong problem-solving skills and a proactive approach to service deliveryCompetent in MS Office and helpdesk reporting tools
Interested? Apply with an up to date CV or contact Aaron Rutter at CBW Staffing Solutions.