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- Tasks: Lead a dynamic helpdesk team to deliver top-notch customer service and manage performance.
- Company: Join Sodexo, a leader in service excellence with a focus on teamwork.
- Benefits: Enjoy mental health support, discounts, and a cycle-to-work scheme.
- Why this job: Make a real impact by leading a team in a fast-paced environment.
- Qualifications: Experience in team management and strong IT skills are essential.
- Other info: Great career growth opportunities and a supportive work culture.
The predicted salary is between 22800 - 28500 £ per year.
We are currently looking for a Helpdesk Supervisor to join our team at Merville Barracks, Circular Rd South, Colchester, CO2 7UT. This is a key supervisory role, ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys leading teams to deliver service excellence.
What you’ll do:
- Supervise the helpdesk administration team to ensure SLA, KPI and contractual standards are achieved and maintained.
- Act as a customer interface for fault reporting, service requests and complaints, liaising with contractors and stakeholders.
- Manage day-to-day team performance including call monitoring, 1-2-1s, objective setting, absence management, and forward planning.
- Use analytical data and call handling statistics to monitor performance and drive KPI delivery.
- Identify, source and deliver training to support service excellence and team development.
- Co‑ordinate reactive task dispatch to engineers and subcontractors based on priority and skill set.
- Monitor service requests, investigate delays and manage extension requests where required.
- Take ownership of the complaints process, ensuring root cause analysis and lessons learned are captured.
- Produce operational and performance reports, including SLA and MIS reporting (Schedule 11 deliverables).
- Maintain CAFM systems, customer surveys, correspondence, records and documentation.
- Act as a point of escalation for the team and proactively identify solutions to improve performance.
- Build and maintain strong working relationships with internal and external stakeholders.
- Provide cover for the Contract Administration and Security Manager when required.
- Lead and attend team meetings, encouraging engagement, contribution and idea sharing.
- Ensure compliance with health, safety, hygiene, PPE and uniform standards.
- Report near misses, accidents and faulty equipment.
- Undertake any other reasonable duties as directed by management.
What you bring:
- Previous experience managing a team in a fast-paced, customer-focused environment.
- Strong IT skills, including Microsoft Outlook, Word, Excel and PowerPoint.
- Excellent verbal and written communication skills.
- Ability to work on own initiative and as part of a wider team.
- High attention to detail and adherence to standards.
- Experience managing teams and multiple stakeholders against tight deadlines.
- Proven ability to use analytics and performance data to drive results.
Desirable:
- Experience working within a military environment.
- Experience in an engineering, facilities or coordination role.
- Demonstrated leadership skills and knowledge.
- Health & Safety and/or Food Safety knowledge or qualifications.
What we offer:
- Mental health & wellbeing support.
- Employee Assistance Programme for personal, legal, and financial advice.
- 24/7 virtual GP & lifestyle rewards.
- Discounts for you & family.
- Financial tools & retirement plan.
- Cycle to Work & Paid volunteering day.
Ready to be part of something greater? Apply today!
Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications.
Helpdesk Supervisor employer: Workingwith Sodexo
Contact Detail:
Workingwith Sodexo Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Supervisor
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Sodexo and their values. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your previous experience aligns with the role of Helpdesk Supervisor, especially in managing teams and delivering service excellence.
✨Tip Number 3
Show off your leadership skills! Be ready to share specific examples of how you've successfully led teams in the past. Highlight any situations where you improved performance or resolved conflicts, as this will resonate well with the hiring managers.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself top of mind and shows your enthusiasm for the position.
We think you need these skills to ace Helpdesk Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Helpdesk Supervisor role. Highlight your experience in managing teams and working in fast-paced environments, as well as any relevant IT skills. We want to see how you can bring your unique flair to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your leadership skills and how you've driven results in previous positions. We love a good story!
Show Off Your Communication Skills: Since excellent verbal and written communication is key for this role, make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos. We appreciate attention to detail!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, we can’t wait to see what you bring to the table!
How to prepare for a job interview at Workingwith Sodexo
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Helpdesk Supervisor. Familiarise yourself with SLAs, KPIs, and how to manage a team effectively in a fast-paced environment. This will show that you're not just interested in the role, but that you’re ready to hit the ground running.
✨Showcase Your Leadership Skills
Be prepared to discuss your previous experience managing teams. Think of specific examples where you’ve led a team to success or resolved conflicts. Highlight your ability to motivate others and drive performance, as this is crucial for the role.
✨Communicate Clearly
Since excellent verbal and written communication skills are essential, practice articulating your thoughts clearly. You might be asked to explain complex issues simply, so think about how you can convey your ideas effectively, especially when discussing customer complaints or service requests.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about team dynamics, training opportunities, or how success is measured in the role. It shows your genuine interest in the position and helps you assess if it’s the right fit for you.
