Helpdesk Supervisor

Mitie Cleaning & Hygiene Services; Enniskillen; On-site; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Salary Finance scheme

Choices lifestyle platform

MiDeals discounts

Cycle-to-work scheme

Enhanced pension contributions

Life cover up to 4x salary

Mitie Stars recognition with prizes

Job summary

Mitie is seeking a supervisor for the SWAH Helpdesk in Enniskillen. You will oversee day-to-day helpdesk operations, ensure data quality in CAFM, and log and escalate service requests in line with the PFI contract and performance measures.

You will manage two Helpdesk Assistants and drive timely response, task allocation, and performance reporting to maintain high service standards.

Qualifications

• Experience with CAFM/work-management systems for logging, prioritising and tracking tasks.
• Background in PFI/PPP or SLA-driven environments with audits and performance metrics.
• Proven ability to supervise helpdesk or admin teams and manage workloads.

Responsibilities

• Lead and supervise two Helpdesk Assistants, ensuring auditable service delivery.
• Control day-to-day helpdesk operations, logging, prioritisation and escalation.
• Produce reports, dashboards and KPIs to support governance and reviews.

Skills

CAFM systems

helpdesk leadership

reporting & KPIs

data quality

Education

Experience in PFI/PPP environments

Tools

MS Excel

Word / Outlook / Teams / SharePoint

Job description

Job Overview

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.

Better places, thriving communities.

Location: Enniskillen

Hours: 40 Hours - Monday to Friday

Job Overview

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

• 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.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

Looking to move roles but not leaving the Mitie family?