Helpdesk Team Leader

We are looking for a Helpdesk Team Leader to join our team in Milton Keynes. As Helpdesk Team Leader at Atlas Workplace Services, you will lead and manage our Helpdesk function to deliver exceptional customer service, ensuring client queries are handled effectively and meeting the high-quality standards of our business. You'll serve as a key contact point for operational and account management teams, ensuring a seamless 24/7 service that consistently meets and exceeds key performance indicators (KPIs) and service level agreements (SLAs). This is an Office-Based role, with flexible shifts between 7am - 6pm to support full team operations. This role requires strong leadership, with the ability to motivate, guide, and develop a Helpdesk team to achieve best-in-class service. Travel may be required to oversee various contract sites, maintaining strong client relationships and fostering a collaborative work environment.,

• Lead and manage the Helpdesk team, ensuring queries are resolved within agreed SLAs.
• Oversee call volumes, shift management, and staffing levels to optimise team performance.
• Build and sustain strong client relationships, acting as an escalation point for client concerns and attending client meetings.
• Support the Account Management and Operations teams to meet customer requirements and resolve issues as they arise.
• Collaborate with Out of Hours Helpdesk providers to review performance, address client needs, and monitor monthly reports.
• Ensure Helpdesk processes are efficient, compliant, and robust for audit scrutiny.
• Utilise and monitor CAFM and telephony systems to meet client needs.
• Track KPIs and SLAs, adjusting team schedules and reporting progress to upper management as needed.
• Manage staff recruitment, training, and development to maintain high service standards.
• Conduct regular performance reviews, offering feedback and implementing improvement plans as necessary.
  
  GCSE English and Maths or equivalent
Essential Knowledge, Skills and Experience for this role
• Experience in managing a similar function with demonstrable results
• Ability to present and implement effective solutions to day-to-day, short and long term challenges
• Ability to manage change and development within an organisation
• Ability to understand and interpret contracts to ensure that client and customer requirements are effectively and efficiently delivered.
• Strong interpersonal skills with key stakeholders at all organisational levels in verbal and written communications
• Understanding of statutory compliance processes and managing associated risks with potential non-conformance
• Highly motivated individual with strong leadership and management skills
• Strong IT skills in Microsoft packages i.e. Outlook, Word, Excel, Powerpoint etc
• Strong understanding of Helpdesk technology and telephony
  
  About The Company Atlas Workplace Services was built to be different to the faceless organisations in facilities management industry that often lack the human touch. Our ambition is to make buildings and facilities better for the people who work in them. Why do we do this? It's simple. We know that buildings are better places to be when they are looked after by people who care.
We achieve this by combining our unique understanding with useful technology and an above-and-beyond attitude from our people on the ground and in our support centres. This provides a more personal approach to facilities management and building maintenance services. We are present right across the UK at more than 1,000 sites and over 11 million square feet of premises. Our services include engineering maintenance, security, cleaning, compliance, reception, energy solutions and more. Atlas FM