Helpdesk Team Leader

Help Desk Team Leader – Bracknell - 6 Months Contract (Immediate Start)

Location: Bracknell

Basic Salary: £32k - £35k Per Annum

Hours of Work: Monday - Friday 9am-5pm

A World Leading Service provider who operates on an international scale is looking for a Help Desk Team Leader based in Bracknell area working for the large corporate building. This role is with the hours of Mon-Fri 9am-5pm so the successful candidate will have to be available immediately and must have experience in working on the helpdesk as well as managing a helpdesk team before; plus using CAFM experience and dealt with planning reactive.

Key Responsibilities: 

• To manage the day-to-day performance of a small team of Helpdesk Operatives ensuring the continuing achievement of SLA targets.
• To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
• To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.
• The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.
• In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working
• The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
• Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
• Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions
• Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards. To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.
• Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.

The Ideal Candidate:

• Proven consistent experience in management within a Contact Centre / Service Centre environment 
• Experience and understanding of both soft and hard fm services and their delivery 
• Experience in and confidence in the use of a CAFM system
• Ability to interrogate data and analyse reports
• Ability to lead a team in a rapidly changing environment
• Ability to handle multiple priorities in a fast-paced work environment
• Customer focused and responsive
• Demonstrated ability to coach & develop individuals and the team
• Advanced computer skills in MS Office
• Analytical and decision-making skills
• Excellent communication (verbal & written) skills
• Remain calm under pressure

If this role is of any interest then please do apply for the role above