Helpdesk Team Leader
Contract: Government
Location: Livingston, EH54 8AF
Hours of work: 40
Contract Type: Permanent
We are seeking a Helpdesk Team Leader to lead, coach and motivate a team of Helpdesk Operators to achieve service excellence.
This role is responsible for overseeing service requests, managing workflow processes and ensuring work orders are completed in line with contractual response and completion times.
Job Description
We are looking for an experienced helpdesk professional with strong team leadership skills, experience of PPM planning within a CAFM system, and a good understanding of statutory compliance and SFG20.
The successful candidate will play a key role in supporting operational performance, compliance activities and continuous service improvement.
Key Responsibilities
- Lead, coach and motivate a team of Helpdesk Operators to deliver excellent customer service.
- Monitor and manage work orders to ensure compliance with contractual response and completion times.
- Oversee the receipt, prioritisation and allocation of service requests, including reactive and planned maintenance work.
- Manage workflow processes to ensure efficient job allocation, completion and resource planning.
- Conduct regular 1:1 meetings, performance reviews and development conversations, while supporting training and onboarding activities.
- Act as the first point of escalation for Helpdesk queries and operational issues, building strong relationships with clients and key stakeholders.
- Support compliance activities by managing PPM planning in accordance with SFG20, collecting statutory certification and reviewing incoming documentation.
- Produce operational, compliance and PPM reports, distribute remedial works through CAFM, and monitor hard FM service team compliance against contractual and statutory requirements.
Professional and Personal Competencies/Qualifications
- Previous experience in a Team Leader, Supervisor or Senior Helpdesk role.
- Proven experience of helpdesk supervision and team leadership.
- Ability to work effectively under pressure in a busy, customer-focused environment.
- Excellent written and verbal communication skills.
- Strong data handling skills, including proficiency in Microsoft Excel.
- Basic understanding of statutory compliance and SFG20.
- Experience of PPM planning within a CAFM system.
- Experience liaising with subcontractors.
- Knowledge of PPM deliverables.
The Company
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.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
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. #Becomewhoyouwant, #Bepartofsomethingbigger,
#aplacetobeyou,
#facilitiesmanagement
ISS is proud to be a diverse and inclusive employer.
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 proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
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.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing [email protected]
To find out more about what we do go here - https://www.uk.issworld.com/
Work Location: In person
