Fuimus Services
Helpdesk Team Leader
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Company Description
Fuimus Services delivers integrated facilities management that keeps buildings safe, efficient, and compliant. The company provides a single accountable partner for hard FM services, including HVAC, electrical, plumbing, fabric, compliance audits, and minor works. Clear service level agreements and measurable outcomes give clients visibility and control over building performance. Team members work in an environment focused on reliability, continuous improvement, and high-quality service delivery.
Role Description
The Helpdesk Team Leader is a full-time, on-site role based in London, SE9. Responsible for managing the day-to-day operations of the facilities helpdesk. This role oversees a team of helpdesk agents, ensuring timely logging, triage, and resolution of service requests and incidents. The Helpdesk Team Leader coordinates with technical and facilities teams, monitors workload and performance, and enforces agreed SLAs and escalation procedures. Responsibilities include coaching and supporting team members, handling complex or escalated queries, and maintaining accurate records in ticketing and reporting systems. The role also contributes to process improvements, prepares regular performance reports, and supports a positive, service-oriented culture aligned with Fuimus’ standards.
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Qualifications
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- Candidates should possess strong Technical Support and Troubleshooting skills to assist with resolving facilities-related and systems issues.
- Candidates should possess solid Help Desk Support experience, including ticket management, incident logging, and escalation handling.
- Candidates should possess excellent Customer Service skills to manage queries professionally and maintain high levels of user satisfaction.
- Candidates should possess clear Communication skills, both written and verbal, to coordinate with internal teams, suppliers, and clients.
- Previous experience leading a helpdesk or service desk team in facilities management, property services, or a related environment is beneficial.
- Proficiency with helpdesk or CAFM systems, reporting tools, and basic MS Office applications is advantageous.
- Strong organizational skills, attention to detail, and the ability to prioritize in a fast-paced environment are important.
- Relevant certifications or training in facilities management, ITIL, or service management are an asset.
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