Helpdesk Team Leader Nights (TfL M&E Contract)

ABM UK

Job Overview

Location

London, England, United Kingdom

Employment Type

Full-time

Work Arrangement

On-site

Sector

Information Technology & Software

Experience Level

Mid-level (3-5 years)

Application Deadline

May 5, 2026

About the Company

ABM UK is a leading provider of award-winning facility service solutions across the United Kingdom, serving over 1,500 locations. Since 1987, they have built a reputation for delivering comprehensive services to diverse sectors, including shopping centers, commercial properties, and airports.

With a workforce of over 3,500 skilled professionals, ABM UK emphasizes respect, collaboration, and innovation. They foster a culture of pride and ownership among their employees, creating a platform for excellence in service delivery. Recognizing that each site has unique needs, ABM UK specializes in developing customized facility solutions by deeply understanding client challenges and leveraging extensive industry expertise.

Job Description

We are seeking a dedicated Helpdesk Team Leader to manage night shifts for the critical TfL M&E contract. This role operates on a 4-on, 4-off schedule from 19:00 to 07:00, ensuring 24/7 support for a vital infrastructure project.

As a Team Leader, you will be instrumental in overseeing the daily operations of the helpdesk. Your primary focus will be to provide your team with the necessary support and resources to achieve their key objectives, fostering a strong work ethic and promoting a culture of continuous improvement.

You will be responsible for maintaining exemplary service delivery standards, managing team rotas, and ensuring compliance with all statutory and company procedures. Effective communication with engineers, customers, suppliers, and subcontractors is paramount to successful work delivery.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Team LeadershipHelpdesk ManagementCustomer ServiceMS ExcelOrganizational SkillsTime ManagementDecision MakingCAFM SystemAsset Management SystemCommunication Skills

Key Responsibilities

Oversee the day-to-day running of the TfL M&E Helpdesk.
Ensure the team has the necessary support and services to deliver key objectives.
Support the helpdesk manager by providing effective team supervision and leadership.
Maintain service delivery standards and business relationships.
Promote a culture of continuous improvement and excellent service delivery.
Log service requests by telephone and email.
Ensure compliance with statutory and company procedures.
Manage and maintain the helpdesk according to team rotas.
Check mailboxes for urgent or important emails for TL's attention.
Communicate effectively with Engineers, Customers, suppliers, and sub-contractors.
Undertake any other ad hoc duties as required.

Qualifications

Excellent communication skills in both email and telephone calls.
Proven work experience as a team leader or supervisor.
Good PC skills, especially MS Excel.
Organizational and time-management skills.
Decision-making skills.
Degree in Management or training in team leading is a plus.
Experience in using CAFM system or asset management system.

How to Apply

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The UK's infrastructure sector is experiencing significant growth, driving demand for skilled IT support professionals. This role is pivotal in managing a 24/7 helpdesk for the critical TfL M&E contract, ensuring seamless operations and service delivery. Key responsibilities include team leadership, performance monitoring, and maintaining high service standards. Expertise in ITIL frameworks, incident management, and asset tracking systems is essential for optimizing operational efficiency and contributing to the contract's overall success and client satisfaction.