We are looking for a Helpdesk Team Leader to join our team in Milton Keynes.
As Helpdesk Team Leader at Atlas Workplace Services, you will lead and manage our Helpdesk function to deliver exceptional customer service, ensuring client queries are handled effectively and meeting the high-quality standards of our business. You’ll serve as a key contact point for operational and account management teams, ensuring a seamless 24/7 service that consistently meets and exceeds key performance indicators (KPIs) and service level agreements (SLAs).
This is an Office-Based role, with flexible shifts between 7am - 6pm to support full team operations.
This role requires strong leadership, with the ability to motivate, guide, and develop a Helpdesk team to achieve best-in-class service. Travel may be required to oversee various contract sites, maintaining strong client relationships and fostering a collaborative work environment.
Key Responsibilities
- Lead and manage the Helpdesk team, ensuring queries are resolved within agreed SLAs.
- Oversee call volumes, shift management, and staffing levels to optimise team performance.
- Build and sustain strong client relationships, acting as an escalation point for client concerns and attending client meetings.
- Support the Account Management and Operations teams to meet customer requirements and resolve issues as they arise.
- Collaborate with Out of Hours Helpdesk providers to review performance, address client needs, and monitor monthly reports.
- Ensure Helpdesk processes are efficient, compliant, and robust for audit scrutiny.
- Utilise and monitor CAFM and telephony systems to meet client needs.
- Track KPIs and SLAs, adjusting team schedules and reporting progress to upper management as needed.
- Manage staff recruitment, training, and development to maintain high service standards.
- Conduct regular performance reviews, offering feedback and implementing improvement plans as necessary.