Help desk Supervisor (Facilities Management)

Operational Planning & Service Delivery

• Coordinate Helpdesk team to deliver consistent high-quality service.
• Plan and manage staff rosters to ensure full contractual coverage.
• Monitor Planned Preventative Maintenance (PPM) schedules and work orders.
• Manage high volumes of calls and ensure prioritisation based on urgency and risk.
• Ensure compliance with stock control and reporting processes.
• Lead monthly performance and reporting meetings with clients.
• Monitor team performance drive improvements and recognise achievements.
• Manage call handling to avoid contractual penalties.

• Supervise coach and develop Helpdesk staff.
• Manage attendance timekeeping leave and overtime processes.
• Promote a high-performance culture and strong team morale.
• Address employee concerns and manage conflict effectively.
• Conduct ongoing training mentoring and skills development.

Process & Procedure Management

• Develop and continuously improve Helpdesk processes and workflows.
• Ensure documentation of all procedures is accurate and up to date.
• Maintain data integrity and governance of helpdesk systems.
• Ensure uninterrupted workflow and efficient turnaround times.
• Monitor contractor engagements and ensure compliance procedures are followed.

Reporting & Performance Monitoring

• Produce accurate weekly and monthly reports.
• Track and report on KPI performance and highlight non-conformances.
• Analyse data to identify trends and improvement opportunities.
• Implement systems such as feedback surveys to measure service quality.

Client Engagement & Customer Service

• Build strong relationships with clients and internal stakeholders.
• Respond to and resolve customer queries within required timeframes.
• Provide operational guidance and compliance advice where needed.
• Support business strategies and continuous service improvement.

Compliance & Risk Management

• Ensure adherence to HR policies SHEQ standards and company procedures.
• Apply ISO 9001 Quality Management and Risk Management principles.
• Promote safe working practices to protect staff and clients.
• Ensure confidentiality and secure handling of sensitive information.