Helpdesk Supervisor, Smethwick

Helpdesk Supervisor

Full Time - 37.5 hours per week

Fully Onsite

We are currently recruiting for a Helpdesk Supervisor to join a client team based at Midlands Metropolitan University Hospital. This role sits within a busy facilities management environment supporting a large healthcare estate.

The Helpdesk Supervisor will be responsible for overseeing the day-to-day operation of the helpdesk function, ensuring the efficient management of all reactive and planned maintenance requests across the contract. The role will involve supporting and guiding the helpdesk team, maintaining service standards, and ensuring effective delivery of service in line with contractual requirements.

Key Responsibilities:

• Oversee the daily operation of the helpdesk function within a facilities management contract
• Support, guide, and supervise helpdesk operators to ensure consistent service delivery
• Manage and monitor workflow, ensuring all requests are logged, allocated, and progressed correctly
• Implement and maintain effective jeopardy management to reduce SLA failures
• Monitor job progress and ensure timely escalation of issues where required
• Ensure high standards of customer service are maintained at all times
• Support reporting requirements and operational performance monitoring
• Liaise with internal teams, engineers, and subcontractors to ensure service efficiency

Requirements:

• Previous supervisory or management experience is essential
• Previous experience in a helpdesk, facilities management, or service coordination role
• Strong communication and organisational skills
• Ability to manage workload in a fast-paced operational environment
• Strong attention to detail and problem-solving ability
• Confident using IT systems including Microsoft Office (Word, Excel, Outlook)
• Experience working within SLA-driven environments is essential

Working Hours:

Shift rota:

• 7:00am - 3:00pm
• 11:00am - 7:00pm

Some weekend and bank holiday working may be required.

Additional Information:

• DBS check required for this role
• Full training provided where applicable
• Immediate start available subject to checks