Helpdesk Supervisor (Administrator)
Location: Birmingham, B66 2QT
Contract: 3 months
The Helpdesk Supervisor is responsible for leading the helpdesk team to ensure efficient delivery of maintenance services across the estate. The role involves managing daily operations, assigning and monitoring reactive tasks, maintaining accurate records on CAFM systems, and ensuring all work meets compliance and KPI standards. It also includes supervising staff performance, coordinating subcontractors, and supporting reporting, audits, and continuous service improvement while maintaining strong communication with stakeholders.
Key Responsibilities
* Manage and supervise Helpdesk Operators, ensuring high performance and service delivery
* Allocate and monitor reactive maintenance tasks, ensuring timely completion within SLAs
* Oversee daily Helpdesk operations, including logging calls and updating the CAFM system (Maximo)
* Lead jeopardy management, proactively identifying and resolving risks to service delivery
* Coordinate and schedule subcontractors, ensuring compliance and documentation is complete
* Monitor KPIs, produce reports, and analyse trends to drive continuous improvement
* Maintain accurate records, including O&M manuals, asset data, and work documentation
* Manage staffing rotas and provide training, performance reviews, and corrective actions
* Liaise with engineers, management, and clients to ensure effective communication and service delivery
* Support audits, compliance checks, and monthly/weekly reporting requirements
Essential Skills
* Strong leadership and team management skills
* Excellent communication and stakeholder engagement abilities
* Experience in Helpdesk operations within a maintenance or facilities environment
* Proficiency in CAFM systems (e.g., Maximo) and data management
* Strong organisational and multitasking skills with the ability to prioritise workloads
* High attention to detail and accuracy in record-keeping and reporting
* Ability to work under pressure and meet strict deadlines
* Problem-solving mindset with a proactive approach
* Good understanding of maintenance operations and compliance requirements
* Competent IT skills including Microsoft Office and reporting tools
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
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