40 hours per week Monday - Friday up to £28,500.00 per annum Sodexo rewards and benefits Job Introduction 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. 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. Whatyou’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: Workingwith Sodexo is more than a job; it’s a chance to be part of somethinggreater. You’ll belong in a company and team that values youfor you; you’ll act with purpose and have an impact through your everydayactions; and you’ll be able to thrive in your own way. In addition, 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 ofsomething greater? Apply today! Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications