Facilities Helpdesk Supervisor

Kudos Services; Warrington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A Facilities Management company is seeking a Helpdesk Supervisor in Warrington. You will manage a Helpdesk team, ensuring effective coordination of works across NHS buildings. Ideal candidates should have FM Helpdesk experience and strong organizational skills. This is a full-time role with a focus on customer service and team management.

Qualifications

• Previous experience in an FM Helpdesk role.
• Experience in the Healthcare sector is beneficial but not essential.
• Must be highly organized and driven.

Responsibilities

• Act as a working supervisor for the Helpdesk team.
• Manage subcontractor and engineering works across multiple NHS buildings.
• Assist Helpdesk Manager in driving routine structure and discipline.
• Oversee completion of PPM and reactive tasks.

Skills

Helpdesk coordination

Team leadership

Customer service

Organizational skills

Attention to detail

CAFM system administration

Tools

Concept CAFM system

Job description

Kudos is a well-established Facilities Management company working within the Healthcare Sector to deliver high-quality Facilities Management services to its clients. We are looking to hire a Helpdesk Supervisor to join our Helpdesk team in Warrington on a full-time basis.

The ideal candidate will have previous experience working within an FM Helpdesk role. Experience in the Healthcare arena would be beneficial but is not essential.

The Role

This role is responsible for acting as a working supervisor, balancing helpdesk coordination duties with team leadership. You will support the Helpdesk Team in managing and delivering subcontractor, engineering, operational, and project works, covering a portfolio of 35 NHS buildings across the North West & London areas, to provide maximum value and excellent customer service to Kudos & its clients.

You will shadow & provide support to the Helpdesk Manager to help drive structure, professionalism, and discipline into the helpdesk routines and behaviors, including ensuring 1-to-1 meetings are completed. You will act as the first escalation point during absences and provide overall supervision of the helpdesk team, ensuring they are guided and working to achieve 100% PPM and reactive task completion, with backlog reduced to no tasks over 30 days old.

Your core duties will also include delegated areas of responsibility (i.e., reactive, planned, projects). Being a CAFM Super User, with control over permissions, system admin, raising jobs into the Concept CAFM system, scheduling and allocating them to engineers/contractors, and chasing tasks through to completion. You will also be raising POs, reviewing and approving invoices, and handling all rechargeable works.

As you will be assisting in managing the team, managing efficient inbox management, and supporting ad-hoc reporting as required, being a highly organized & driven individual with a keen eye for detail will see you succeed in this role.

Why work for Kudos?

At Kudos, we believe that our people are our most valuable asset. Creating an environment for our employees that aligns with our core values is essential to the success of the business.

Our Values:

• Supportive - We embrace partnership working
• Ethical - We act with integrity
• Innovative - We take ownership for understanding and improving Kudos
• Ambitious - We continually strive to deliver the best possible service
• Passionate - We are proud of the part we play in Kudos & the services we deliver

Application Process

• Application & CV Screening
• Interview via Teams with Helpdesk Manager (30 minutes)