Help Desk Team Leader-Worthing

Blue Arrow is looking for a help desk team leader who will be able to work for our client.

See below all the details:

Job Title : Help Desk Team Leader

Worthing, BN13 3NY
Start Time: 08:00
End Time: 17:00
Pay Rate: 18.38

Key Tasks & Responsibilities:

- Team supervision: Manage and supervise the helpdesk staff - ensuring coverage performance, training and adherence to service standards. Monitor team performance.
- Managing service requests: Oversee logging and triaging of calls, walk-ins. Use CAFM Planon system to dispatch tasks and maintain structured workflows.
- Quality & Metrics: Monitor SLA/KPI (Balanced Score Card), compliance, handling of complaints and prepare operational reports. Manage sub-contractor inbox for updates and job closures.
- WIP (Work In Progress): Manage WIP for timely billing of chargeable works. Ensure SOR (Schedule of Rates) are correct and ready for application of payment.
- Jeopardy Management: Provide jeopardy management reports for your team and the Operation and Regional managers.
- Customer service: Deliver high standards of responsiveness and professionalism, presenting a constant & trustworthy image to internal and external customers.
- Collaboration: Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.

Essential:
* Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment
* Previous experience in a supervisory or team leader position, with responsibility for staff performance, development, and workload management
* Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively
* Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment
* Excellent communication and interpersonal skills, with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels
* Strong organisational and problem-solving skills, with the ability to prioritise competing demands in a fast-paced environment
* Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and other digital collaboration tools
* Understanding of health, safety, and compliance requirements relevant to facilities and service delivery
* Ability to analyse service performance data and contribute to continuous improvement initiatives
* Flexibility to adapt to changing priorities and client needs while maintaining service quality

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.