Helpdesk Supervisor
Full Time - 37.5 hours per week
Fully Onsite
We are currently recruiting for a Helpdesk Supervisor to join a client team based at Midlands Metropolitan University Hospital. This role sits within a busy facilities management environment supporting a large healthcare estate.
The Helpdesk Supervisor will be responsible for overseeing the day-to-day operation of the helpdesk function, ensuring the efficient management of all reactive and planned maintenance requests across the contract. The role will involve supporting and guiding the helpdesk team, maintaining service standards, and ensuring effective delivery of service in line with contractual requirements.
Key Responsibilities:
Oversee the daily operation of the helpdesk function within a facilities management contract
Support, guide, and supervise helpdesk operators to ensure consistent service delivery
Manage and monitor workflow, ensuring all requests are logged, allocated, and progressed correctly
Implement and maintain effective jeopardy management to reduce SLA failures
Monitor job progress and ensure timely escalation of issues where required
Ensure high standards of customer service are maintained at all times
Support reporting requirements and operational performance monitoring
Liaise with internal teams, engineers, and subcontractors to ensure service efficiency
Requirements:
Previous supervisory or management experience is essential
Previous experience in a helpdesk, facilities management, or service coordination role
Strong communication and organisational skills
Ability to manage workload in a fast-paced operational environment
Strong attention to detail and problem-solving ability
Confident using IT systems including Microsoft Office (Word, Excel, Outlook)
Experience working within SLA-driven environments is essential
Working Hours:
Shift rota:
7:00am - 3:00pm
11:00am - 7:00pmSome weekend and bank holiday working may be required.
Additional Information:
DBS check required for this role
Full training provided where applicable
Immediate start available subject to checks