Job Overview
Helpdesk Team Leader Contract: Key Account Network Location: Stoke, ST1 5PZ Hours of work: 40 Contract Type: Fixed Term Contract (6 months)
We are seeking a confident and experienced Helpdesk Team Leader to lead our Facilities Service Desk team, supporting customers, contracts, and service delivery. This role sits at the heart of our Operational Service Centre and is ideal for someone who thrives in a fast‑paced and demanding environment where customer service excellence is paramount.
Job Description
We are looking for an individual with strong service desk leadership experience who can demonstrate delivery of customer service results and effective performance management. This position offers the opportunity to influence service quality, support team development, and contribute towards achieving service‑level performance across multiple shifts and contracts.
Key Responsibilities
* Lead the Facilities Service Desk team to achieve contractual and business KPIs and targets.
* Follow established procedures to identify the best course of action for both customers and the company.
* Deliver induction and technical training for team members and liaise with the Service Delivery Manager for ongoing development needs.
* Monitor and review staff performance, providing coaching and feedback.
* Escalate any potential disciplinary matters to the Service Delivery Manager appropriately.
* Manage client relationships and expectations, attending progress meetings and deputising for the Service Delivery Manager when required.
* Ensure Health & Safety procedures are followed and promote safe working practices.
* Oversee effective rostering to meet SLA adherence and ensure team members are working correct hours.
* Ensure all tasks are carried out in line with specifications, processes, and schedules.
Professional and Personal Competencies / Qualifications
* Strong customer‑focused approach.
* Excellent communication skills with the ability to build positive relationships.
* Approachable and supportive leadership style.
* Thrives in a high‑performance environment and encourages continual improvement.
* Leads by example and supports adoption of new processes.
* Passionate about service quality and delivery.
* Able to make informed decisions based on evidence.
* Calm, organised, solutions‑focused, and able to manage competing priorities.
About ISS
ISS is a world‑leading workplace and facility management company, connecting people and places to make the world work better.
Working with customers day by day, side by side, we understand every aspect of the user experience.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference.
Equal Opportunity Statement
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Proud member of the Disability Confident employer scheme.
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.teamuk@issworld.com.
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