Helpdesk Supervisor – Public Sector Facilities

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

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.