Helpdesk Team Leader

Helpdesk Team Leader

Location: Thurrock

Contract: Full time, 42.5 hours per week, Monday to Friday 08:00-17:00

Salary up to £33,000 per annum

“A desire to make a positive difference wherever we operate has always been at the heart of our business. It was over 30 years ago when we were a small maintenance contractor with a single van; and it still is now we are a truly national company”.

About the role:

We are looking at hiring a Helpdesk Team Leader to join our team in Thurrock. The role will be to oversee and manage the various Helpdesk Contracts. This role is central to our communications with Clients, our team and our Subcontractors/ suppliers.

Role Criteria

• Proven experience in supervising helpdesk operations and staff
• Ability to manage multiple helpdesk contracts and ensure service delivery excellence
• Strong communication skills to liaise effectively with stakeholders, clients, contractors, and suppliers
• Skilled in managing reactive tasks to meet SLA targets and minimise penalty deductions
• Proficient in administering helpdesk functions, including managing email traffic and system updates
• Capable of compiling periodic reports and KPI data for senior management
• Experience in managing PPM schedules and reactive call activities
• Ability to chase and drive outstanding calls and tasks to meet contractual timescales
• Knowledge of CAFM systems and ability to operate Mears IT platforms
• Understanding of planned preventative maintenance (PPM) and reactive maintenance workflows
• Demonstrated ability to manage third-party and supplier contracts, including monitoring review dates and processing tenders
• Strong administrative skills to support team members and managers across contracts
• Experience in resource planning and sub-contractor coordination
• Ability to maintain accountability for job progress across all contracts
• Excellent organisational and time-management skills
• Strong problem-solving abilities and attention to detail
• Comfortable working in a fast-paced, customer-focused environment

Benefits we can offer you

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Staff perks with Mears Rewards - discounts of up to 10% weekly groceries, holidays, eye test vouchers, Share save scheme, plus much more
• Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employmen

Apply below or to discuss your application further; contact:

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.