Helpdesk Team Leader

Helpdesk Team Leader

Location: 310 Broadway, Salford, M50 2UE

Salary: £29000 - £32000 depending on experience

Working hours: 40 hours per week – Monday to Sunday 5days over 7 – (07:00 – 19:00hrs)

We are seeking an experienced Helpdesk Team Leader to oversee the daily operations of the Command Centre. The successful candidate will ensure full compliance with policies and procedures, deliver contractual and quality KPIs, and provide effective leadership, coaching, and development to a team of administrators and schedulers.

Key Responsibilities

• Deputise for the Operations Manager when required.
• Act as the first point of escalation for all helpdesk‑related queries.
• Support operators and schedulers with workload management.
• Monitor and manage workloads to ensure tasks are completed within required timescales.
• Deliver and support regular training, coaching, and development activities.
• Conduct monthly 1:1s and quarterly PDRs, documenting all actions and development needs.
• Maintain accurate processes and identify opportunities for improvement.
• Support the rollout of new procedures and operational changes.
• Assist with recruitment within the Command Centre.
• Build strong customer relationships and ensure high levels of satisfaction.
• Promote a safe working environment and uphold Sodexo’s values, policies, and ethical standards.

Requirements

• Minimum 3 years’ experience in a Contact Centre or Service Centre environment.
• Proven experience in team leadership and people management.
• Ability to lead effectively in a fast‑paced, changing environment.
• Strong customer focus and excellent communication skills.
• Demonstrated ability to coach, develop, and motivate teams.
• Advanced proficiency in Microsoft Excel and Word.
• Strong analytical, organisational, and decision‑making skills.
• High attention to detail and commitment to service excellence.
• Ability to build strong relationships and influence stakeholders.
• Experience improving business processes and working to safety standards.
• Self‑motivated, professional, and results‑driven.

Sodexo’s Business Support segment sits at the heart of our organisation, providing the essential services that keep our operations running smoothly and efficiently. As a central function, Business Support brings together a diverse range of specialist teams - including our technology and digital services - to deliver the systems, processes and expertise that enable Sodexo to thrive.

From driving innovation to ensuring seamless administrative, commercial and operational support, the Business Support segment plays a critical role in strengthening performance across all parts of the business. Joining this segment means becoming part of a collaborative, solutions‑focused environment where your work directly contributes to the success of our people, our clients and the communities we serve.

Ready to be part of something greater? Apply today!

About The Company

At Sodexo, our purpose is to create a better everyday for everyone to build a better life for all.As the global leader in services that improve the Quality of Life, we operate in 55 countries, serving over 100 million consumers each day through our unique combination of On‑Site Food and FM Services, Benefits & Rewards Services and Personal & Home Services.

We’re all about building a workplace for the future, we believe in equal opportunities, and we celebrate diversity.We’re an inclusive workplace, where everyone is welcome, everyone can be natural, and be the best versions of themselves.We recognise that we’re on a journey with regards to diversity and inclusion and would therefore welcome applications for candidates from underrepresented backgrounds.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations. We run a Disability Confident interview scheme for candidates with disabilities who meet the minimum selection criteria for the job.

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