Helpdesk Team Leader

We are March the UKs leading provider of critical engineering services. Our expertise as a multi-disciplinary engineering partner across infrastructure, process and digital services has led to long term partnerships with leading organisations in everything from food and drink and utilities to high-security industries such as defence, aerospace and nuclear.

We are currently seeking to employ a Helpdesk Team Leader who will assist in leading the team with training, call handling, resource planning and statutory compliance monitoring across all contracts within the Facilities Services division.

Key Responsibilities

• Train and refresh our existing team and any new employees in the processes across all contracts.
• Organise and lead our Helpdesk team to deliver excellent customer service.
• Proactively monitor our customers work order progression through to completion within the required SLAs.
• Respond to client queries and escalations within a timely manner with clear and concise updates on progression of works.
• Oversee all planned maintenance activities across all contracts ensuring all wors are allocated and completed by our engineering team and specialist sub-contractors.

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