Helpdesk Team Leader – Backshift

Anderson Knight is delighted to be recruiting for a Helpdesk Team Leader on behalf of a well-established and growing organisation based in Glasgow.

This is a fantastic opportunity for an experienced Helpdesk or Customer Service Team Leader to join a busy Facilities Management environment. You’ll play a key role in leading and developing a team of Customer Service Representatives (CSRs) and Senior CSRs, ensuring exceptional customer service is delivered while supporting the day-to-day running of the Helpdesk.

Location: Glasgow
Hours: 37.5 hours per week | 2:00pm – 10:00pm | 5 days over 7 on a rotating shift pattern, including 2 weekends in every 4
Salary: £29,214.43

The Role

As Helpdesk Team Leader, you will be responsible for motivating, coaching and developing your team, ensuring service levels and operational targets are consistently achieved. Acting as a key member of the management team, you’ll lead by example, drive continuous improvement and support the Helpdesk Manager in delivering an outstanding customer experience.

Key Responsibilities

• Lead, coach and develop a team of Customer Service Representatives and Senior CSRs.
• Create a positive, high-performing team culture focused on delivering exceptional customer service.
• Conduct regular one-to-one meetings, annual appraisals and ongoing performance reviews.
• Identify training and development needs, providing coaching and support to maximise team performance.
• Manage attendance, sickness absence, return-to-work interviews and holiday planning.
• Support recruitment activities, including CV screening, interviews and onboarding of new colleagues.
• Handle performance management, investigations and disciplinary processes where required.
• Act as the first point of escalation for customer service and operational queries.
• Support the Helpdesk Manager in achieving service delivery targets and operational KPIs.
• Monitor Helpdesk activity and ensure procedures and service standards are consistently followed.
• Maintain accurate operational records and produce reports for internal stakeholders and senior management.
• Champion continuous improvement by identifying opportunities to enhance Helpdesk processes and performance.
• Step into the Helpdesk Manager role during periods of absence where required.
• Promote company values, ensuring all activities are carried out safely, professionally and in line with company policies.

About You

We’re looking for an experienced people leader who thrives in a fast-paced customer service environment and is passionate about delivering outstanding service.

You’ll ideally have:

• Previous experience leading a team within a Helpdesk or Facilities Management environment.
• Strong people management skills with experience coaching, motivating and developing teams.
• Excellent communication and interpersonal skills, both written and verbal.
• Proven ability to manage performance, priorities and multiple workloads effectively.
• Strong organisational and problem-solving skills with excellent attention to detail.
• Confidence using Microsoft Office and Helpdesk management systems.
• Experience producing and analysing performance data would be advantageous.
• A proactive, customer-focused approach with the ability to drive continuous improvement.

What’s in it for you?

• 33 days annual leave (inclusive of bank holidays)
• 37.5-hour full-time contract
• Free on-site parking
• Subsidised canteen and vending facilities
• Company pension with up to 5% matched contributions
• Company-funded Healthshield cash plan
• Employee discounts and cashback at leading retailers including Apple, Costco, Currys, IKEA, Argos and many more

If you’re an experienced Helpdesk Team Leader looking for your next challenge within a successful and supportive organisation, we’d love to hear from you.

Apply today by submitting your CV in confidence.