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 holidays
• Generous workplace pension scheme
• Training, development & progression opportunities

• Lead, coach and motivate the helpdesk team to deliver exceptional service
• Act as the main point of contact for escalations, queries, and performance issues
• Monitor and manage workload distribution and ensure all SLAs/KPIs are met
• Support the implementation of helpdesk processes and system improvements
• Prepare and deliver performance reports to management
• Liaise with clients, contractors and internal departments to ensure effective communication and issue resolution
• Conduct regular 1-1s, appraisals and training sessions for team development

• Proven experience in a similar helpdesk or customer service leadership role, ideally within the Facilities Management sector
• Strong understanding of CAFM systems (e.g., Concept, Planon, or similar)
• Excellent communication, interpersonal and organisational skills
• Ability to remain calm under pressure and manage competing priorities
• Strong problem-solving skills and a proactive approach to service delivery
• Competent in MS Office and helpdesk reporting tools