FM Helpdesk Team Leader

London
Full Time
Competitive
12 / 06

Tottenham Hotspur is a world famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success.

The Club operates out of multiple sites, including a world class Stadium, Training Centre in Enfield where all the First Team and the Academy’s training and coaching activities occur, three retail outlets and a warehouse.

The Club is seeking a Helpdesk Team Leader to provide a customer service orientated helpdesk. To provide technical support to users in an efficient and accurate manner. You will be considered the THFC front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that the customer value is maintained to the standards set by THFC

As a key member of the Stadium team you will be responsible for making sure that the high standard is always maintained. The role is wide ranging and diverse and involves the management and supervision of a helpdesk team, sub-contractors for specialist equipment and supporting all the THFC departments.

The help desk team forms a key part of the smooth running of operations at the Stadium and other sites including event support, so a flexible candidate is sought.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation.

Full description

Tottenham Hotspur is a world famous football club based in North London. Off the pitch, the Club has a strong and successful business model centered around building a platform for long-term success.

The Club operates out of multiple sites, including a world class Stadium, Training Centre in Enfield where all the First Team and the Academy’s training and coaching activities occur, three retail outlets and a warehouse.

The Club is seeking a Helpdesk Team Leader to provide a customer service orientated helpdesk. To provide technical support to users in an efficient and accurate manner. You will be considered the THFC front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that the customer value is maintained to the standards set by THFC

As a key member of the Stadium team you will be responsible for making sure that the high standard is always maintained. The role is wide ranging and diverse and involves the management and supervision of a helpdesk team, sub-contractors for specialist equipment and supporting all the THFC departments.

The help desk team forms a key part of the smooth running of operations at the Stadium and other sites including event support, so a flexible candidate is sought.

Tottenham Hotspur Football Club welcomes applications from anyone regardless of age, disability, race, colour or ethnic and national origins, religion or belief, or sexual orientation.

JOB PURPOSE

To be the hub of communications at the Stadium. As part of a tight customer focused team, you will be the central function for maintenance, security, logistics, presentation teams and all internal departments for the stadium campus, Lilywhite House, retail shops and warehouse, maintaining the highest standards at all times. You will oversee the daily function of the helpdesk team and their shift rotas to ensure adequate cover for both event and non-event days. Responsible for working to SLAs that are set for the department and produce month-end reports. Support and mentor the helpdesk team and be flexible with shift patterns to support the THFC events. You will also be the main point of contact and responsible for maintaining our CAFM system.

Key Responsibilities

  • Maintain an up to date PPM schedule
  • Oversee a helpdesk team and the daily function, including QFM updates, mentoring, and producing reports.
  • Maintain a shift rota system between 07:00hrs to 19:00hrs Monday through to Sunday to ensure a fair rotation for all team members covering both the Stadium and Training Centre
  • Escalate unresolved queries to the relevant departments
  • Update data and produce activity reports
  • Provide first level contact and convey resolutions to customer issues
  • Maintain helpdesk service delivery to the highest standard across the team
  • Follow up with customers and contractors, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and to exceed customers’ expectations
  • Responsible for direct line reports, setting objects, carrying out PDR’s and reviewing absence and return to work procedures
  • Provide team training on updates on CAFM system, H&S, SOP’s, Toolbox talks
  • Be confident in presenting reports and dashboards to senior management and local authority
  • Ensure proper recording, documentation and closure
  • Available as part of the operations team for specialist projects
  • Develop and produce department processes and SOP’s
  • To provide admin assistance on additional tasks as requested by Stadium Management Team
  • To be flexible to support stadium events
  • Hold weekly team meetings and monthly 1-1’s with team members

Personal Attributes

  • Thinks ahead, generates innovative ideas
  • Values & respects others, builds relationships, collaborates
  • Gets things done, delivers to highest of standards, takes responsibility
  • Logical and methodical, with an exceptional attention to detail
  • Self-driven, “Can do” attitude
  • Flexible and professional approach to work
  • Ability to train helpdesk administrators as well as other department team members
  • Ability to work under pressure, remain calm and focused
  • Ability to make decisions and see matters through to completion

Skills & Experience

  • Health and Safety training desirable
  • Thorough knowledge of safe working practises
  • Excellent IT and administration skills
  • Proven working experience in providing help desk support
  • Working knowledge of help desk software and databases
  • Strong client facing and communication skills
  • Customer service orientation
  • Proven experience of managing teams is desirable
  • Full UK driving license is desirable due to locations and event day hours

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