Help Desk Supervisor, CAFM & SLA Delivery

Mitie; Enniskillen; On-site; GBP 35,000 - 42,000; Full time

Job summary

Mitie is seeking a skilled Helpdesk Supervisor to oversee SWAH Helpdesk operations in Enniskillen. You will supervise two Helpdesk Assistants, ensure accurate logging, prioritisation and escalation of service requests, and maintain data quality for monthly performance reporting.

You will monitor response times, coordinate PPM activities and drive continuous improvement across CAFM workflows. Strong IT skills and experience in healthcare or controlled environments are advantageous.

Qualifications

• Experience with CAFM/work-management systems for call logging, task allocation and data monitoring.
• Experience in PFI/PPP/FM/SLA environments with clear audit trails and reporting requirements.
• Proven ability to supervise helpdesk or administrative teams, manage workloads and performance.
• Strong reporting, analytics, and organizational skills with KPI monitoring and data accuracy.

Responsibilities

• Lead and manage helpdesk operations, supervising staff, rotas and performance while maintaining high customer-service standards.
• Manage CAFM systems for end-to-end task control, logging, prioritisation, escalation and closure with data quality.
• Monitor contract performance including response/rectification times, PPM activities, access requirements and audit trails.
• Produce and validate reports and KPIs; maintain dashboards and governance-ready data for audits.
• Drive continuous improvement by coordinating contractors and stakeholders and improving processes.

Skills

CAFM systems

Team supervision

KPIs

Data quality

Contract reporting

Microsoft Office

Tools

CAFM software

Job description

Mitie is seeking a skilled Helpdesk Supervisor to oversee SWAH Helpdesk operations in Enniskillen. You will supervise two Helpdesk Assistants, ensure accurate logging, prioritisation and escalation of service requests, and maintain data quality for monthly performance reporting.

You will monitor response times, coordinate PPM activities and drive continuous improvement across CAFM workflows. Strong IT skills and experience in healthcare or controlled environments are advantageous.