Helpdesk Supervisor

Job Purpose:

The Helpdesk Supervisor is overall responsible in managing the Helpdesk to ensure it meets and exceeds service levels (SLAs) required for all internal and external stakeholders. The role will be responsible to lead a team of Team Leaders. This includes all day-to-day aspects of the HD. Delivering all SLAs through effective people management

The Helpdesk Supervisor support the objective of our helpdesk colleagues acting as one City, being the best they can be, and showing they care.

Key Responsibilities:

People

• Recruit, lead, coach and motivate a team of Team Leaders to deliver world class customer excellence and SLAs
• Conduct monthly 121 with Helpdesk Team Leaders
• Deliver effective coaching, engagement and development strategy for all levels and being ready for fit for growth
• Develop and implement engagement action plans for your team, based on feedback from engagement surveys, listening groups and team meetings
• Manage any underperformance within the team through our agreed processes.
• Reward and recognise outstanding performance, using our agreed recognition tools
• Ensure company policies and practises (e.g., discipline and grievance, absence management, performance management, etc.) are implemented consistently across your team
• Ensure LTO is kept at SLA < 25%

Performance

• Achieve all customer Service Level Agreement levels
• Ensure that quality standards target is achieved, provide feedback and SMART lead objectives
• Achieve the City standard employee engagement target
• Deliver quality standards, review trend analysis, and implement change to succeed
• Deliver customer service levels agreements through delivering customer excellence

Process

• Ensure all HD processes are correct and rolled out across the HD in conjunction with the training & quality department
• Identify training needs, develop, and deliver training materials to maximise potential and performance within the team
• Implement Disaster Recovery Processes for all function of Helpdesk

Knowledge, Skills and Abilities:

• Previous experience of planning staffing rotations, optimisation of staff based on call profile
• Understanding of call quality models is essential
• Working knowledge of Microsoft packages, ability to analysis & present data
• Strong communication skills, both written and verbal required
• Strong PC skills, able to effectively communicate in, both written and verbal
• Ability to have excellent time management and work on own initiative
• A working knowledge of the maintenance service within the FM industry is essential, with previous working knowledge of using CAFM system
• Previous experience of leading a helpdesk team is essential
• Previous experience of working within fast-moving customer service environment would be advantageous
• Effective problem-solving and decision-making
• Highly flexible and self-starting