Helpdesk Team Leader

Job Description

Anderson Knight is recruiting for Helpdesk Team Leader for a well-established company based in Glasgow.

The role is to lead a designated team within the company, ensuring the delivery of a high-quality service to both customers and colleagues. The successful candidate will collaborate closely with internal teams, field managers, field engineers, and external contractors and suppliers.

This role involves providing expert guidance and support across key functions, including parts management, quotation handling, purchase order uplifts, and uniform coordination.

Hours 37.5 per week – Monday to Friday 9am to 5pm.

Salary – £27,500

Main Duties and Responsibilities:

• Lead, manage, and support the team to ensure effective performance and service delivery.
• Allocate tasks and manage workloads efficiently across the team.
• Coach, mentor, and develop colleagues to enhance skills and capability.
• Conduct monthly 121 meetings and regular team meetings.
• Implement and monitor improvement actions identified through performance reviews and 121 feedback.
• Complete annual performance appraisals for team members.
• Respond to and resolve operational issues raised by field teams.
• Produce detailed tracking reports for Finance and field teams on tool usage, parts spending, and additional contract costs.
• Work collaboratively with the Purchase Ledger team, RFMs, and engineers to resolve invoice or cost related queries.
• Support the rollout, adoption, and coordination of new processes and procedures within the team.
• Take part in training as required to maintain professional knowledge and capability.
• Promote a positive, motivated, and collaborative team environment.
• Demonstrate company values, treat others with respect, and encourage strong team working.

Key Attributes and Skills:

• Highly motivated and passionate with a positive attitude toward achieving excellence in people and customer service.
• Experience leading a team in a Facilities Management Helpdesk.
• Advantageous to have experience working in a fast paced environment.
• Exceptional verbal and written communication skills.
• Proven ability to work under pressure while managing multiple tasks.
• Strong organizational and time management skills.
• Ability to work collaboratively as part of a team and efficiently manage team workload.
• Administrative experience, including proficiency with Microsoft Office applications.
• Previous experience in leading a team in a contact centre, call centre, or helpdesk environment.

Company benefits:

• 33 days (6.6 weeks) paid holiday for a full-time contract.
• Free on site parking
• Subsidised canteen facilities & vending machines
• Pension scheme – up to 5% matched contribution
• Company funded Healthshield cash plan.
• Discounts and cashback at hundreds of supermarkets and retailers, such as Apple, Costco, Currys, IKEA, Argos, and more

If you are ready to embrace this excellent opportunity, please forward your CV with confidence.