Helpdesk Team Leader
| Posting date: | 09 March 2026 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 April 2026 |
| Location: | Stoke, Staffordshire |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Contract |
| Job reference: | 152811 |
Summary
Helpdesk Team Leader
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Fixed Term Contract (6 months)
We are seeking a confident and experienced Helpdesk Team Leader to lead our Facilities Service Desk team, supporting customers, contracts, and service delivery.
This role sits at the heart of our Operational Service Centre and is ideal for someone who thrives in a fast-paced and demanding environment where customer service excellence is paramount.
Job Description
We are looking for an individual with strong service desk leadership experience who can demonstrate delivery of customer service results and effective performance management.
This position offers the opportunity to influence service quality, support team development, and contribute towards achieving service-level performance across multiple shifts and contracts.
Key Responsibilities
Lead the Facilities Service Desk team to achieve contractual and business KPIs and targets
Follow established procedures to identify the best course of action for both customers and the company
Deliver induction and technical training for team members and liaise with the Service Delivery Manager for ongoing development needs
Monitor and review staff performance, providing coaching and feedback
Escalate any potential disciplinary matters to the Service Delivery Manager appropriately
Manage client relationships and expectations, attending progress meetings and deputising for the Service Delivery Manager when required
Ensure Health & Safety procedures are followed and promote safe working practices
Oversee effective rostering to meet SLA adherence and ensure team members are working correct hours
Ensure all tasks are carried out in line with specifications, processes, and schedules
Professional and Personal Competencies/Qualifications
Strong customer-focused approach
Excellent communication skills with the ability to build positive relationships
Approachable and supportive leadership style
Thrives in a high-performance environment and encourages continual improvement
Leads by example and supports adoption of new processes
Passionate about service quality and delivery
Able to make informed decisions based on evidence
Calm, organised, solutions-focused, and able to manage competing priorities
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 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 resourcing.team@uk.issworld.com
Contract: Key Account Network
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Fixed Term Contract (6 months)
We are seeking a confident and experienced Helpdesk Team Leader to lead our Facilities Service Desk team, supporting customers, contracts, and service delivery.
This role sits at the heart of our Operational Service Centre and is ideal for someone who thrives in a fast-paced and demanding environment where customer service excellence is paramount.
Job Description
We are looking for an individual with strong service desk leadership experience who can demonstrate delivery of customer service results and effective performance management.
This position offers the opportunity to influence service quality, support team development, and contribute towards achieving service-level performance across multiple shifts and contracts.
Key Responsibilities
Lead the Facilities Service Desk team to achieve contractual and business KPIs and targets
Follow established procedures to identify the best course of action for both customers and the company
Deliver induction and technical training for team members and liaise with the Service Delivery Manager for ongoing development needs
Monitor and review staff performance, providing coaching and feedback
Escalate any potential disciplinary matters to the Service Delivery Manager appropriately
Manage client relationships and expectations, attending progress meetings and deputising for the Service Delivery Manager when required
Ensure Health & Safety procedures are followed and promote safe working practices
Oversee effective rostering to meet SLA adherence and ensure team members are working correct hours
Ensure all tasks are carried out in line with specifications, processes, and schedules
Professional and Personal Competencies/Qualifications
Strong customer-focused approach
Excellent communication skills with the ability to build positive relationships
Approachable and supportive leadership style
Thrives in a high-performance environment and encourages continual improvement
Leads by example and supports adoption of new processes
Passionate about service quality and delivery
Able to make informed decisions based on evidence
Calm, organised, solutions-focused, and able to manage competing priorities
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 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 resourcing.team@uk.issworld.com
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.