Helpdesk Supervisor - FM

Highly regarded main contractor are seeking a Helpdesk Supervisor to join their well-established team in Blackburn, on a permanent, full time basis. This company work across construction, facilities management and susatainbility and have been established for over 30 years.

Role and responsibilities:

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Oversee daily operations of the Helpdesk, ensuring compliance with contractual KPIs and SLAs.

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Supervise and support the Helpdesk team, fostering performance and morale.

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Provide guidance and training on best practices and CAFM system use.

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Dispatch reactive tasks efficiently, considering priority and skill sets.

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Monitor helpdesk performance, produce reports, and recommend service improvements.

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Act as escalation point for internal and external helpdesk issues.

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Collaborate with operations, subcontractors, and stakeholders to ensure seamless task coordination.

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Maintain accurate records in systems like Maximo and ensure timely data updates.

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Ensure excellent customer service by handling requests and complaints professionally.

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Liaise regularly with management, clients, and commercial teams.

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Manage purchase orders and service callouts in coordination with service teams.

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Conduct audits, support recruitment, and assist with team development.

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Participate in internal meeti...