Construction Helpdesk Team Leader

at  Red Door Recruitment

CONSTRUCTION HELPDESK TEAM LEADER

A well-respected and established company based in St Albans are looking for a Helpdesk Team Leader to join their friendly and close-knit team.
This newly developed role reports into the Service Delivery Manager and is required to guide and support the Helpdesk Coordinators with everyday decision making to ensure that contract SLAs are met and internal processes are followed.

· Monitor Team performance
· Overseeing day to day tasks
· Ensuring work processes are maintained
· Supporting the SDM with setting clear goals and targets for the team.
· Supporting the SDM with team performance.
· Manage and oversee supporting suppliers such as the Out of Hours Team
· Deal with initial queries from suppliers, subcontractors and client where possible
· Reviewing compliance and health and safety documentation for daily tasks
· To manage incoming reactive maintenance helpdesk jobs on various contracts, raising, allocating, reviewing, reworking and signing off
· Liaising with engineers and subcontractors throughout the day
· Daily monitoring of system to ensure that helpdesk faults and work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPI’s and SLA’s
· Provide a friendly and professional point of contact for client queries or concerns
· Handle incoming calls and make outgoing calls as required
· Manage daily e-mails, personal and helpdesk mailbox, responding and actioning as required
· Liaising with wider team members where necessary to ensure the best resolution
· Completing administration tasks including daily reporting and signing off work