HelpDesk Team Leader – Job Description – Edinburgh
Overview
Confero Recruitment Group is proud to be exclusively partnering with LOVAT’S GROUP to recruit a Service Desk Team Leader. LOVAT’S GROUP are a leading Scotland-based facilities management provider delivering maintenance services across multiple sectors, with a strong focus on quality, accountability and professional standards. Due to continued growth in our client portfolio, we are seeking an experienced Service Desk Team Leader to support the daily operation of our Service Desk. This role is responsible for ensuring high-quality service delivery while leading and developing a high-performing administration team within a growing Facilities Management business.
Role Summary
Reporting to the Service Desk Manager, you will oversee daily Service Desk operations, ensuring reactive and planned maintenance works are delivered efficiently and in line with contractual service level agreements. You will lead Service Administrators and act as a key liaison between clients, engineers, subcontractors and operational teams.
Working Hours / Offer
- Monday to Thursday: 08:00 to 16:30
- Friday: 08:00 to 14:00
- Company pension scheme
- Employee Assistance Programme
- Ongoing training and development
- Career progression opportunities
- 4.5-day working week
Key Responsibilities
- Support maintenance delivery, monitor performance and coordinate engineers.
- Lead Service Desk team, support training and drive improvements.
- Handle customer escalations and maintain strong relationships.
- Manage CAFM work orders, records and KPI reporting.
Essential Requirements
- Experience in Service Desk, Helpdesk or maintenance environment.
- Team leadership experience.
- Strong organisation, communication and IT skills.
- Ability to manage workload and solve problems proactively.
Desirable Requirements
- Facilities Management or Engineering Services experience.
- Knowledge of CAFM systems.
- Understanding of maintenance and KPI reporting.
- Experience in mobilisation or service improvement.
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