40 hours per weekMonday - Fridayup to £28,500.00per annumSodexo rewards and benefitsJob IntroductionWe 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.As Helpdesk Supervisor, you will be responsible for the day-to-day management and performance of the site helpdesk administration team. You'll ensure contractual service levels, KPIs and customer expectations are consistently met, while acting as a key point of contact for stakeholders, contractors and internal teams.You will also support and deputise for the Helpdesk & Compliance Manager, playing an active role in operational management, reporting, compliance and continuous improvement.What you'll do:Supervise the helpdesk administration team to ensure SLA, KPI and contractual standards are achieved and maintainedAct as a customer interface for fault reporting, service requests and complaints, liaising with contractors and stakeholdersManage day-to-day team performance including call monitoring, 1-2-1s, objective setting, absence management and forward planningUse analytical data and call handling statistics to monitor performance and drive KPI deliveryIdentify, source and deliver training to support service excellence and team developmentCo-ordinate reactive task dispatch to engineers and subcontractors based on priority and skill setMonitor service requests, investigate delays and manage extension requests where requiredTake ownership of the complaints process, ensuring root cause analysis and lessons learned are capturedProduce operational and performance reports, including SLA and MIS reporting (Schedule 11 deliverables)Maintain CAFM systems, customer surveys, correspondence, records and documentationAct as a point of escalation for the team and proactively identify solutions to improve performanceBuild and maintain strong working relationships with internal and external stakeholdersProvide cover for the Contract Administration and Security Manager when requiredLead and attend team meetings, encouraging engagement, contribution and idea sharingEnsure compliance with health, safety, hygiene, PPE and uniform standardsReport near misses, accidents and faulty equipmentUndertake any other reasonable duties as directed by managementWhat you bring:Previous experience managing a team in a fast-paced, customer-focused environmentStrong IT skills, including Microsoft Outlook, Word, Excel and PowerPointExcellent verbal and written communication skillsAbility to work on own initiative and as part of a wider teamHigh attention to detail and adherence to standardsExperience managing teams and multiple stakeholders against tight deadlinesProven ability to use analytics and performance data to drive resultsDesirableExperience working within a military environmentExperience in an engineering, facilities or coordination roleDemonstrated leadership skills and knowledgeHealth & Safety and/or Food Safety knowledge or qualificationsWhat we offer:Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:Mental health & wellbeing supportEmployee Assistance Programme for personal, legal, and financial advice24/7 virtual GP & lifestyle rewardsDiscounts for you & familyFinancial tools & retirement planCycle to Work & Paid volunteering dayReady 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