Helpdesk Team Leader

at  Equans

Leading the Stoke Regional Operations Centre (ROC) team to provide an efficient, effective and high-quality helpdesk and business support service to all customers of the ROC.
The ROC is the first point of contact for a variety of facilities management requirements and administration which interfaces with onsite teams and clients (both internal and external) so excellent communication skills, organisation skills and commercial awareness is essential.
With strong people management skills, customer focus and the ability to understand and interpret complex contractual requirements, the ROC Team Leader will effectively manage the day-to-day operations ensuring the team deliver a friendly and proactive service, effectively handling queries and managing them in accordance with contractual requirements.
The ROC Team Leader will be expected to monitor and manage performance against the wide-ranging contractual obligations, identifying coaching opportunities and training needs as well as celebrating success and sharing best practice. They will need to maintain a robust quality assurance system to ensure service quality, and levels are maintained at the highest standards.
The Team Leader will be expected to work collaboratively across the business to promote closer professional working relationships, ensure service reviews are conducted in a timely manner and ensure actions are followed up quickly and robustly.
The Team Leader will have a strong commercial awareness and work closely with stakeholders to manage a breadth of KPI’s including, Financial, Continuous Improvement, Performance, Productivity.