Job Introduction
Benefits
* Health and Wellbeing Plans
* 23 days paid holiday increasing to 25 after 2 years
* Discounts and Cashbacks
* Paid Volunteering days
* Employee Assistance Program
* Refer a Friend Scheme
* Cycle to Work Scheme
Role
Carlisle Support Services is looking for a FM Helpdesk Team Leader who will be responsible for the day-to-day leadership and performance of the Helpdesk function, ensuring all reactive and planned maintenance activities are managed effectively and in line with contractual SLAs and KPIs. The role combines hands-on operational involvement with team leadership, performance management, and continuous improvement.
Service Performance & SLA Management
* Own daily SLA performance across all Helpdesk activity
* Monitor live job queues and intervene where performance is at risk
* Lead response to SLA breaches
Team Leadership & Management
* Lead and coach a team of 4 Helpdesk Operatives
* Conduct performance reviews and 1:1s
* Manage shift handovers
Operational Coordination & Escalation
* Act as escalation point for complex issues
* Coordinate response to critical incidents
Customer Experience
* Ensure high-quality communication with clients
* Manage complaints and escalations
CAFM & Data Oversight
* Ensure accurate system use
* Monitor data quality and trends
Continuous Improvement
* Identify process improvements
* Drive efficiency and accountability
Ideal Candidate
* Experience in FM Helpdesk environment
* Team leadership experience
* Understanding of SLA-driven operations
* Strong communication skills
Required Documentation
Successful candidates will be required to provide original documentation for detailed screening and vetting processes. This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.
About Us
Join a growing market-leading brand of support services to work with the UK’s largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more. Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK’s most renowned sites and critical infrastructure. Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.
Equality, Diversity, and Inclusion
At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion. In all situations people will be judged solely on merit or ability.
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