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Helpdesk Team Leader at EQUANS
EQUANS is looking for a Helpdesk Team Leader to join our team based at Queen Elizabeth Hospital, Birmingham, on a permanent basis. This is a full-time role working 42 hours per week. We offer a competitive salary and benefits package.
You will report directly to the Workflow Supervisor, managing a team of workflow operators to ensure all jobs meet contractual SLA and KPI standards.
The Helpdesk Team Leader plays a crucial role in the Operational Team, overseeing all Helpdesk processes, taking full responsibility for shift team performance, and contributing to reporting and performance assessments. Strong leadership skills, meeting facilitation, and innovative problem-solving are essential.
Key Responsibilities
1. Manage Work Orders managed by Workflow Operators.
2. Monitor compliance with response and rectification times.
3. Prioritize and input service requests from users.
4. Plan and dispatch Reactive and PPM Work Orders within Maximo via radio & PDA.
5. Close Reactive and Planned Maintenance Work Orders in Maximo.
6. Maintain Workflow records and filing systems.
7. Handle purchase requisitions and order processing for materials and subcontractors.
8. Monitor flow of all job requests.
9. Assist in training the Workflow Team.
10. Provide administrative support, including record-keeping and reporting.
11. Act as the first point of contact for internal and external inquiries.
12. Provide cover for colleagues as needed.
13. Participate in training and special projects.
14. Undertake 1:1 appraisals with team members and participate in company appraisal processes.
What We Offer
Competitive salary and benefits, including:
* 24 days annual leave plus public holidays
* Life Cover (1.5x salary)
* Employee discounts, cycle scheme, social responsibility days
* Learning opportunities and professional development
* Employee referral rewards, employee networks, mental health support
Candidate Profile
* Experience managing a team as a Team Leader
* Skilled in Helpdesk call processing
* Ability to plan, prioritize, and work independently
* Flexible, adaptable, and preferably familiar with Maximo, SAP, and Coupa systems
Note: This role requires a Standard DBS check and the ability to work legally in the UK. No relocation packages are available.
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