Helpdesk Supervisor

London Borough of Redbridge; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

London Borough of Redbridge is seeking an experienced Help Desk Lead to head the central Help Desk across facilities and council buildings. You will log, triage and track requests from residents and contractors, coach two officers, and ensure service standards and GDPR compliance.

This role requires strong communication, experience with CAFM/CRM systems (Civica/MRI/ServiceNow), and the ability to manage high volumes while resolving escalated issues and driving improvements.

Qualifications

• Experience in help desk, facilities, housing maintenance or customer services.
• Supervisory/lead experience with high-volume enquiries.
• Proficiency in CAFM/CRM systems and MS 365.
• Clear, calm, and authoritative communication with stakeholders.
• Strong problem-solving and decision-making under pressure.
• Knowledge of GDPR, data protection and health & safety.
• Commitment to equality and public service.

Responsibilities

• Lead and schedule a team of 2 Help Desk Officers.
• Log, triage, assign, chase and close requests across channels.
• Monitor SLAs and contractor performance.
• Resolve complex or escalated issues and resident complaints.
• Produce weekly/monthly reports on volumes and trends.
• Maintain GDPR and council policies in desk procedures.
• Coordinate with Housing, Building Services and Finance.
• Process payments of invoices.

Skills

Help desk experience

Facilities management

Customer service

Supervisory role

High-volume enquiries

SLA management

CAFM/CRM systems

Microsoft 365

Tools

Civica

MRI

ServiceNow

Microsoft 365

Job description

Permanent - Full Time Redbridge is an ambitious, diverse and exciting east-London borough. What we do is driven by changing our relationship with local people to support our vision. As a result, we've developed innovative ways to build our communities and transform our Council.

Location: Lynton House/flexible

Permanent - Full Time Redbridge is an ambitious, diverse and exciting east-London borough. What we do is driven by changing our relationship with local people to support our vision. As a result, we've developed innovative ways to build our communities and transform our Council.

We're one of the fastest growing parts of the country and the third most diverse London borough. Our communities are attracted by a mixture of excellent schools, relatively affordable housing, high-quality open space and rapid transport connections into the heart of the city.

Redbridge Facilities Management delivers essential maintenance, repairs, cleaning, security and property services across all Redbridge Council buildings, schools, estates and public spaces. We keep 600+ properties safe, functional and well-maintained for residents, staff and visitors.

We are looking for an experienced, organised and calm leader to head up our central Help Desk - the heartbeat of our operations.

The Role

You will lead the Help Desk team, ensuring all service requests, repairs, enquiries and jobs are logged, prioritised, allocated and tracked efficiently. You will maintain service standards, coach the team, and liaise with contractors, tenants, council departments and residents to keep our estates and buildings running smoothly.

Key Responsibilities

• Lead, train, mentor and schedule a team of 2 Help Desk Officers; set KPIs and review performance
• Oversee end-to-end management of all incoming requests: phone, email, portal, in-person - logging, triaging, assigning, chasing and closing
• Monitor contractor performance, SLAs and response times; escape delays or non-compliance
• Resolve complex, sensitive or escalated issues - including resident complaints, emergency repairs and access problems
• Maintain accurate records, asset logs and job history; produce weekly/monthly reports on volumes, performance and trends
• Update and improve desk procedures, call scripts and workflows; ensure GDPR, data protection and council policies are followed
• Liaise with Housing, Building Services, Estates, Finance and contractors to align priorities and resolve bottlenecks
• Payment of invoices and journaling

What You'll Bring

• Good experience in a help desk, facilities, housing maintenance or customer services environment - prior experience in a supervisory/lead role
• Proven track record managing high-volume enquiries and meeting service level agreements
• Confident using CAFM/CRM systems (e.g. Civica, MRI, ServiceNow, or similar) + Microsoft 365
• Excellent communicator - clear, calm and authoritative with residents, contractors and colleagues at all levels
• Strong problem-solver; able to de-escalate conflict and make sound decisions under pressure
• Knowledge of health & safety, GDPR and data protection requirements
• Committed to equality, diversity and serving Redbridge's communities

Desirable

• Experience in local government, social housing or public sector FM
• Knowledge of Redbridge borough, council estates and property portfolio
• Qualification in Facilities Management, Customer Service or Business Administration
• Experience managing reactive maintenance and emergency call-outs

All short-listed applicants will need to demonstrate proof of right to work in the UK.

We are committed to employment practices that promote diversity and inclusion in employment and welcome applications from qualified applicants regardless of age, disability, gender identity, sex, marriage and civil partnership status, pregnancy and maternity status, colour, race, religion, or belief.

Location: Lynton House/flexible

Permanent - Full Time Redbridge is an ambitious, diverse and exciting east-London borough. What we do is driven by changing our relationship with local people to support our vision. As a result, we've developed innovative ways to build our communities and transform our Council.

We're one of the fastest growing parts of the country and the third most diverse London borough. Our communities are attracted by a mixture of excellent schools, relatively affordable housing, high-quality open space and rapid transport connections into the heart of the city.