Background
We recently completed a successful recruitment process for the position of Helpdesk Team Leader at Arup, a global leader in engineering and design consultancy. This case study highlights the critical aspects of the role, challenges faced, and the effective strategy employed to source and place the ideal candidate.
The Challenge
The Helpdesk Team Leader plays a crucial role in ensuring the smooth operation of the FM Helpdesk at Arup's London Estate. Reporting to the Helpdesk Manager, the role involves overseeing day-to-day helpdesk tasks, managing a team of helpdesk coordinators, and coordinating various administrative functions such as taxi bookings, email requests, and conference bookings. Additionally, the Helpdesk Team Leader is responsible for auditing and reporting on helpdesk performance, maintaining FM systems like Condeco and FSI, and providing fire marshal and first aid backup as required.
The Results
After a meticulous evaluation process, we successfully placed a candidate who exceeded expectations. The appointed Helpdesk Team Leader demonstrated exceptional leadership skills, a proactive approach to problem-solving, and a strong commitment to customer service excellence. Their ability to manage diverse responsibilities, mentor their team, and adapt to changing business needs made them an ideal fit for Arup. Maxwell Stephens takes pride in facilitating the recruitment of the Helpdesk Team Leader at Arup, contributing to the smooth operation of their FM services and supporting their ongoing success in delivering effective support to their global operations.