Job title Facilities Helpdesk Team Leader Location Manchester Contract Full time, Permanent Direct reports Facilities Helpdesk Coordinators Reporting to Facilities Manager Role Overview The Facilities Helpdesk Team Leader is responsible for leading our helpdesk team to ensure the smooth running of our maintenance helpdesk. Key Responsibilities Oversee and support on all maintenance and troubleshooting of all reactive tasks, logged via phone, email and portal Ensure the helpdesk team are accurately logging and managing all resident reactive works Using our PSL, identify and assign contractors and external vendors to maintenance jobs, while leading the team to also ensure they are monitoring the performance and quality of service Lead and support the team to manage the end-to-end process of all maintenance queries, from ticket received to job completion and close on system, including invoicing in line with company service level agreements Work closely with the maintenance contractors to assist with any queries, ensure we are delivering the best service together for our customers, and adapt to accommodate different ways of working and processes. Drive customer service excellence through communication with our tenants, keeping our tenants up to date with maintenance progress, ensuring our tenants always receive a positive experience. Troubleshoot any complaints that may come into the helpdesk Monitor the out of hours maintenance reports, update the OOH’s spreadsheet regularly to ensure it stays relevant and up to date. Ensure the entry information provided on Yardi and OOH is correct Work collaboratively with the Facilities and Projects team, and other departments to drive business efficiencies Oversee the move in process with the Lettings team Monitor the Helpdesk team use of P2P, recognise any areas for further training or adaptation, to monitor and assist with approvals and ensure the smooth running of the system This Job Description is not exhaustive and other duties and responsibilities of a similar level and nature may be required Experience and Qualifications Experience as a helpdesk team leader Experience of building and maintaining effective working relationships, with a strong ability to communicate clearly, confidently to a diverse audience including but not limited to tenants, contractors and colleagues (preferably in a facilities background) Technical facilities management knowledge within residential property is preferred Ability to effectively manage time and workload, successfully multi task and meet deadlines Confident with IT systems, ability to effectively use Microsoft Excel and PowerPoint for data entry, produce reports and project work Excellent written and oral communication skills Passionate about customer service and genuinely wants to deliver a great resident experience Our Values We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working. Considered We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others. Principled We believe in doing the right thing, and we hold our principles closely in everything that we do. Empathetic Empathy is key to creating a culture that’s open, supportive, and kind. Whether it’s working with colleagues, residents, or external parties, we treat everyone with empathy. Knowledgeable We hold ourselves to a high standard, every member of the Ocasa team is an expert at what they do.