Help desk manager ( facilities )

Helpdesk Team Leader – Job Description – Edinburgh

Confero Recruitment Group is proud to be exclusively partnering with a Facilities Services Provider to recruit a Helpdesk Team Leade

r
The client is a Scotland-based facilities management provider delivering maintenance services across multiple sectors, with a strong focus on quality, accountability and professional standard

s.Due to continued portfolio growth, we are seeking an experienced Service Desk Team Leader to support daily Service Desk operations. The role is responsible for ensuring high-quality service delivery while leading and developing a high-performing administration team within a growing facilities management busines

s.
Role Summ

aryReporting to the Service Desk Manager, you will oversee daily Service Desk operations, ensuring reactive and planned maintenance works are delivered efficiently and in line with contractual service level agreements. You will lead Service Administrators and act as a key liaison between clients, engineers, subcontractors and operational tea

ms.
Working Hours / Of

• fer:Monday to Thursday: 08:00 to 1
• 6:30Friday: 08:00 to 1
• 4:00Company pension sch
• eme.Employee Assistance Progra
• mme.Ongoing training and developm
• ent.Career progression opportunit
• ies.4.5-day working w

eek.
Key Responsibil

• itiesSupport maintenance delivery, monitor performance and coordinate engin
• eers.Lead Service Desk team, support training and drive improvem
• ents.Handle customer escalations and maintain strong relations
• hips.Manage CAFM work orders, records and KPI repor
• ting.Essential Require
• mentsExperience in Service Desk, Helpdesk or maintenance environ
• ment.Team leadership experi
• ence.Strong organisation, communication and IT sk
• ills.Ability to manage workload and solve problems proacti