Helpdesk Supervisor - FM

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

Role and responsibilities:

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

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

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

• Dispatch reactive tasks efficiently, considering priority and skill sets.

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

• Act as escalation point for internal and external helpdesk issues.

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

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

• Ensure excellent customer service by handling requests and complaints professionally.

• Liaise regularly with management, clients, and commercial teams.

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

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

• Participate in internal meetings, performance reviews, and contribute to monthly reports.

• Provide admin support and cover operational tasks during staff absences.

• Monday - Friday - 8am - 5pm with a 1 hour lunch

Requirements:

• Experience in a similar helpdesk or admin role

• Strong knowledge of CAFM systems and scheduling tools

• Proven team leadership and helpdesk management skills

• Proficient in Microsoft Office (Excel, Word)

• Ideally familiar with Maximo, SAP, BI Launchpad, Coupa

• Excellent organisation and time management

• Strong communication and interpersonal skills

• Able to work independently and as part of a team

• High attention to detail and accuracy

• FM helpdesk experience; familiar with SLAs and KPIs

• Comfortable in fast-paced environments

• DBS Standard clearance required

• Salary flexibleon experience.

This is a Permanent position and Coleman James Ltd are acting as anEmployment Agency.