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Job Title: Helpdesk Supervisor
The ideal candidate will have proven experience in both Hard and Soft FM environments, with a strong understanding of how jobs are logged, allocated, and monitored against KPIs.
You will be responsible for driving team performance, maintaining service standards, and ensuring smooth day-to-day coordination of operations on site.
This role offers excellent progression opportunities and is ideal for someone looking to upskill and advance their FM career.
You will join a culture-focused, collaborative team, so being personable, approachable, and a good team fit is as important as your technical skills.
Key Responsibilities
* Lead and supervise the switchboard and helpdesk team, ensuring high service standards.
* Manage staffing levels, rota, HR processes, leave, and sickness cover within budget.
* Handle complaints, investigate issues, and provide feedback to management.
* Monitor subcontractor performance, run compliance reports, and analyze results.
* Oversee staff training and development in partnership with Learning & Development.
* Attend meetings, cascade updates, and maintain clear team communication.
* Monitor call recordings and data, ensuring confidentiality and professional conduct at all times.
Professional and Personal Competencies/Qualifications
* Experience in a switchboard or helpdesk environment.
* Proven ability to manage teams across multiple staff levels.
* Confident in liaising with clients and handling escalations.
* Strong problem-solving and communication skills.
* Good numeracy and attention to detail.
* Proficient in Microsoft Office, especially Outlook, Teams, and Excel.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. We understand every aspect of the user experience by working closely with our customers daily.
Through a combination of intelligent solutions, high standards, and caring people, we help our customers achieve their goals—whether it's hospitals healing patients, businesses innovating, or airports bringing passengers home. ISS is committed to doing business ethically and responsibly. Our passion is people.
We offer a challenging and exciting career in an organization that values people. In ISS, everyone has the opportunity to develop, grow, and make a difference.
ISS is proud to be a diverse and inclusive employer. We welcome all applicants regardless of age, disability, gender identity, marital status, pregnancy, race, religion, sex, sexual orientation, or educational background.
We are a Disability Confident Level 2 employer, supporting inclusive hiring practices in line with the UK government’s scheme. Our commitment to diversity and inclusion makes ISS a more creative, productive, and happy workplace.
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