Helpdesk Team Leader

We are currently looking for a Helpdesk Team Leader to join our team on the University of Liverpool contract.  

Main Duties & Responsibilities 

 
• Direct the team accordingly to each day to enable the team to achieve its objectives 
• Develop and implement efficient working methods with the admin manager to ensure KPI’s and SLA’s are met 
• Log calls/jobs on the helpdesk system. 
Calls/jobs may be received by telephone, email or in person. 
• Allocate work orders/purchase orders to directly employed maintenance team and/or supply chain. 
• Take ownership of the PPM schedule & Reactive Maintenance jobs thus ensuring that all tasks are completed in line with the service requirements. 
• Work closely with the contract administrator team 
• Liaise and follow up with sub-contractors & in-house staff 
• Ensure tasks are completed in line with the PPM planner & SLA’s/KPI’s 
• Data base is maintained in terms of current specialist subcontractors i.e. contact details etc. 
• Tracking job progress against pre-determined KPI’s including maximum allowable response and rectification times and implementing escalation procedures. 
• Report back to clients and contract staff on job progress and close out. 
• Updating asset history with works record sheets. 
• Uploading and amendment asset information as held in the helpdesk and CAFM system 
• Ensure data in respect of time, materials and contactors’ costs (in respect of completed PPM jobs) are recorded onto the CAFM System. 
• Assist Managers with implementing procedural changes and training, including the production and maintenance of required documentation 
• Maintain an effective filing system for all documentation related to the CAFM System, not limited to performance reports on jobs completed in time, outstanding and overdue. 
• Assist the Audit/Compliance Manager to ensure all statutory paperwork is up to date and stored in the Company filing system. 
• Any general administrative duties as may be reasonably required by the Audit/Compliance Manager or the Accounts Director 

Employee Benefits: 

• Overtime x1.5 on weekday and x2 on weekends + day in lieu on bank holidays 

• Standby rate is £15 per day and £50 on bank holidays 

• 24 days holiday plus bank holidays (pro rata into shifts for shift workers) 

• Ability to buy and sell holidays – buy 5 days & sell 2 days 

• Life assurance 

• Auto-enrolment company pension scheme 

• Employee Assistance Program (EAP) 

• Cycle to work scheme 

• Purchase an electric vehicle via salary sacrifice 

• Employee discounts with various brands 

• Learning and development programs, training and career opportunities. 

What you can expect from us 

You’ll join an entrepreneurial, inclusive culture. One where we succeed together – across the desk and around the globe. Where like-minded people work naturally together to achieve great things. 

Join us to develop your strengths and enjoy a fulfilling career full of varied experiences. Keep those ambitions in sights and imagine where Integral and JLL can take you...