Helpdesk Team Lead — Coach, Escalate & Meet KPIs

Arcus FM Limited; Redditch; On-site; GBP 31,000 - 35,000; Full time

Job summary

A leading facilities management company in Redditch is looking for a committed Team Manager to enhance its operations. You will be responsible for leading a small team of Helpdesk Agents to ensure high-quality support delivery while managing client escalations and performance tracking. The ideal candidate will possess strong communication and problem-solving skills, thrive in fast-paced environments, and adapt easily to changing priorities. This role offers a competitive salary and numerous benefits including training sponsorship and health plans.

Benefits

Salary between £31k to £35k

4% bonus

25 days annual leave + Bank Holidays

Pension scheme with matched contributions

Health Cash Plan & Life assurance

Discounts and financial aid programs

Funded Training Sponsorship Scheme

Qualifications

• Strong self-motivated people manager.
• Exceptional communication skills across various levels.
• Ability to adapt to change and meet ever-changing priorities.

Responsibilities

• Lead a team of Helpdesk Agents to deliver high-quality support.
• Monitor team performance to meet service levels and operational targets.
• Produce reports on helpdesk activity and job status for management.

Skills

Effective communication

Problem-solving

Performance management

Job description

A leading facilities management company in Redditch is looking for a committed Team Manager to enhance its operations. You will be responsible for leading a small team of Helpdesk Agents to ensure high-quality support delivery while managing client escalations and performance tracking. The ideal candidate will possess strong communication and problem-solving skills, thrive in fast-paced environments, and adapt easily to changing priorities. This role offers a competitive salary and numerous benefits including training sponsorship and health plans.