Helpdesk Supervisor

To supervise the SWAH Helpdesk function and provide accountable day-to-day control of helpdesk operations, CAFM data quality, customer contact, service-request logging, task allocation, escalation and contract performance reporting. The postholder will supervise two Helpdesk Assistants and ensure the helpdesk provides a professional, consistent and auditable service aligned with the PFI contract, applicable Helpdesk Service Specification, site procedures and agreed performance measures.

The role will maintain effective oversight of Emergency, Urgent, Routine, Ad-hoc and other contract call types, ensuring requests are accurately recorded, appropriately prioritised, assigned, monitored and progressed. Particular emphasis will be placed on response and rectification performance, access coordination, carryover control, PPM support, performance-failure identification and the integrity of information used for monthly and contractual reporting

Main Duties

• Lead and manage helpdesk operations, supervising staff, rotas, workloads, training, attendance and performance while maintaining high customer-service standards.
• Manage CAFM systems and end-to-end task control, ensuring accurate logging, prioritisation, allocation, escalation, updates, completion, closure and data quality.
• Monitor PFI contract and service performance, including response and rectification times, PPM activities, access requirements, contractor performance and potential service failures.
• Produce and validate operational reports and KPIs, maintaining dashboards, audit trails and accurate performance data to support governance, audits and service reviews.
• Drive quality and continuous improvement, coordinating contractors and stakeholders, resolving service issues and improving helpdesk processes, CAFM workflows, reporting and overall service delivery.

What we are looking for

• Strong experience using CAFM/work-management systems for call logging, task allocation, status monitoring, reporting and maintaining accurate records.
• Experience working within PFI, PPP, FM or SLA-driven environments, with knowledge of response times, escalation procedures, contractual performance and audit trails.
• Proven ability to supervise helpdesk, customer-service or administrative teams, managing workloads, attendance, development, appraisals and performance.
• Strong reporting, analytical and organisational skills, with the ability to monitor KPIs, investigate exceptions, manage competing priorities and maintain high levels of data accuracy.
• Excellent customer service and IT skills, including Microsoft Excel, Word, Outlook, Teams and SharePoint, with experience in healthcare or other controlled operational environments advantageous.