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Background & Client Overview
Arup, a global engineering and design consultancy, appointed Maxwell Stephens to recruit an experienced Helpdesk Team Leader to support Facilities Management operations across its London estate.
The role was central to the effective running of the FM Helpdesk, ensuring requests were handled efficiently, service standards were maintained and the wider Facilities team received accurate and responsive administrative support.
Reporting to the Helpdesk Manager, the successful candidate needed to combine strong people leadership, customer service, FM systems knowledge and excellent organisational skills within a busy and fast-paced environment.
The Challenge
Arup required a Helpdesk Team Leader capable of overseeing day-to-day helpdesk activity while also managing and developing a team of Helpdesk Coordinators.
The role demanded a professional who could balance operational priorities, customer requests, system administration and performance reporting without compromising service quality.
Key requirements included:
Helpdesk Leadership
Overseeing the daily operation of the FM Helpdesk and ensuring requests were logged, prioritised and progressed efficiently.
Team Management
Leading and supporting Helpdesk Coordinators, providing guidance and helping maintain consistent standards of service delivery.
Customer Service
Acting as a reliable point of contact for Facilities-related requests and ensuring users received professional, timely and helpful support.
Administrative Coordination
Managing a range of workplace support tasks including taxi bookings, email requests and conference room bookings.
FM Systems Management
Maintaining and using key Facilities systems, including Condeco and FSI, to support accurate records and efficient workflow management.
Performance Monitoring & Reporting
Auditing Helpdesk activity, reviewing service performance and producing reports to support continuous improvement.
Emergency Support
Providing additional support as a fire marshal and first aid backup when required.
Our Recruitment Approach
Maxwell Stephens conducted a targeted search for candidates with proven experience in Facilities Helpdesk operations, team supervision and customer-facing workplace support.
Our assessment process focused on both technical capability and leadership style.
Candidates were evaluated on their ability to:
- manage a busy FM Helpdesk
- supervise and mentor a coordination team
- maintain accurate service records
- work confidently with FM software systems
- prioritise competing requests
- communicate effectively with internal stakeholders
- monitor performance and identify service improvements
- provide consistently high standards of customer service
Particular emphasis was placed on finding someone proactive, organised and adaptable, with the ability to respond positively to changing business needs.
Following a detailed evaluation process, Maxwell Stephens successfully placed a highly capable Helpdesk Team Leader with Arup.
Outcome & Impact
The successful candidate brought strong leadership skills, a proactive approach to problem-solving and a clear commitment to customer service.
Stronger Helpdesk Leadership
The appointed Team Leader provided clear day-to-day direction across the Helpdesk function, helping improve coordination and consistency.
Improved Team Performance
Effective mentoring and support strengthened the performance of Helpdesk Coordinators and created greater confidence within the team.
Enhanced Customer Service
A responsive and professional approach helped ensure Facilities requests were handled efficiently and internal customers received a high standard of support.
Better System Management
Strong use of Condeco, FSI and related Facilities systems supported accurate records, clearer workflows and improved operational visibility.
Improved Reporting & Oversight
Regular auditing and performance reporting provided better insight into Helpdesk activity and helped identify opportunities for service improvement.
Greater Operational Flexibility
The candidate’s ability to adapt to changing priorities and take on additional responsibilities, including first aid and fire marshal support, strengthened the resilience of the wider Facilities function.
Outcome
The successful placement provided Arup with a Helpdesk Team Leader capable of balancing team leadership, customer service, systems management and operational coordination within a demanding FM environment.
The appointment demonstrates Maxwell Stephens’ ability to recruit high-performing Facilities Management support professionals who play a vital role in maintaining smooth, responsive and efficient workplace services.
Looking for an experienced Helpdesk Team Leader or FM Coordinator to strengthen your Facilities operation? Contact Maxwell Stephens to discuss your recruitment requirements.