Helpdesk Supervisor

The Helpdesk Lead is responsible for the effective and efficient management of the hard FM helpdesk function. This includes overseeing the day-to-day operations of the helpdesk, ensuring the timely and accurate logging, routing, and resolution of all hard service requests (e.g., mechanical, electrical, plumbing, fabric, etc.). The Helpdesk Lead is also responsible for the performance of the helpdesk team, ensuring excellent customer service, adherence to SLAs, and the proactive management of reactive maintenance activities.

Key Responsibilities:

• Helpdesk Operations: Oversee the day-to-day operations of the hard FM helpdesk, ensuring smooth and efficient processes. Manage the logging, categorisation, prioritisation, and assignment of hard FM requests received via phone, email, online portal, or other channels. Ensure all requests are accurately logged into the Computerised Maintenance Management System (CMMS) or other relevant systems. Route requests to the appropriate internal teams or external contractors. Monitor and track the progress of requests, ensuring timely resolution and adherence to Service Level Agreements (SLAs). Manage and maintain the helpdesk's contact database and communication channels. Maintain accurate records of all helpdesk activities, including requests, resolutions, and performance metrics.
• Team Management: Recruit, train, and manage the helpdesk team, including helpdesk operators/coordinators. Provide coaching, mentoring, and performance management to team members. Conduct regular performance reviews and identify training needs. Foster a positive and collaborative team environment. Ensure adequate staffing levels to meet service demands.
• Performance Management and Reporting: Monitor and report on helpdesk performance against SLAs and Key Performance Indicators (KPIs). Analyse helpdesk data to identify trends, areas for improvement, and potential issues. Generate regular reports on helpdesk activity, including request volume, resolution times, and customer satisfaction. Identify and implement process improvements to enhance efficiency and effectiveness. Proactively identify and address potential issues before they escalate.
• Contractor Management: Liaise with external contractors, ensuring they adhere to SLAs and provide high-quality services for call outs, remedial attendances and planned preventative maintenance (PPM). Monitor contractor performance and provide feedback. Assist with contractor onboarding and offboarding processes.
• Customer Service: Ensure the helpdesk team provides excellent customer service to all stakeholders. Handle escalated customer complaints and resolve issues effectively. Proactively communicate with clients regarding the status of requests and planned maintenance activities.
• CMMS Management: Maintain and update the CMMS system, including asset information, service schedules, and user access. Ensure accurate data entry and data integrity within the CMMS. Generate reports from the CMMS to support FM operations and decision-making.
• Health & Safety: Ensure all helpdesk operations comply with relevant health and safety regulations. Promote a safe working environment for the helpdesk team and contractors.

Skills & Experience:

• Essential: Proven experience in a Facilities Management environment, with a focus on hard services. Experience managing a helpdesk or customer service team. Strong understanding of hard FM services (e.g., HVAC, electrical, plumbing, fire systems, etc.). Excellent communication, interpersonal, and customer service skills. Strong organisational and time management skills, with the ability to prioritise tasks and meet deadlines. Proficiency in CMMS systems (e.g., Concept, CAFM, etc.). Proficient in Microsoft Office Suite (Word, Excel, Outlook). Ability to analyse data and generate reports. Ability to work independently and as part of a team.
• Desirable: Relevant industry qualifications (e.g., BIFM/IWFM, C&G, etc.). Experience with contractor management. Experience in a similar role within a specific sector (e.g., healthcare, education, commercial, councils). Knowledge of health and safety regulations relevant to FM.

Experience Requirements:

• 2-4 years' experience in a facilities management helpdesk role
• Experience using CAFM systems to log/reactive and planned maintenance, escalate issues, manage work orders and SLA tracking
• Strong experience working with vendors, contractors, and engineering teams

Skills and Competencies:

• Core competencies: Strong communication and customer-facing skills
• Ability to prioritise workload during high-volume periods
• Problem-solving and decision-making
• Attention to detail for compliance and data accuracy
• Ability to work across multiple stakeholders (FM managers, engineers, clients)
• Leadership skills
• Team coordination (rotas, workload balancing)
• Coaching and supporting junior staff
• Quality checking of call logs and reports
• Acting as escalation point for issues or service failures