Helpdesk Supervisor - Colchester

We are currently looking for a Helpdesk Supervisor to join our team at Merville Barracks, Circular Rd South, Colchester, CO2 7UT. This is a key supervisory role, ideal for someone who thrives in a fast-paced, customer-focused environment and enjoys leading teams to deliver service excellence.

As Helpdesk Supervisor, you will be responsible for the day-to-day management and performance of the site helpdesk administration team. You'll ensure contractual service levels, KPIs and customer expectations are consistently met, while acting as a key point of contact for stakeholders, contractors and internal teams.

You will also support and deputise for the Helpdesk & Compliance Manager, playing an active role in operational management, reporting, compliance and continuous improvement.

What you'll do:

• Supervise the helpdesk administration team to ensure SLA, KPI and contractual standards are achieved and maintained
• Act as a customer interface for fault reporting, service requests and complaints, liaising with contractors and stakeholders
• Manage day-to-day team performance including call monitoring, 1-2-1s, objective setting, absence management and forward planning
• Use analytical data and call handling statistics to monitor performance and drive KPI delivery
• Identify, source and deliver training to support service excellence and team development
• Co-ordinate reactive task dispatch to engineers and subcontractors based on priority and skill set
• Monitor service requests, investigate delays and manage extension requests where required
• Take ownership of the complaints process, ensuring root cause analysis and lessons learned are captured
• Produce operational and performance reports, including SLA and MIS reporting (Schedule 11 deliverables)
• Maintain CAFM systems, customer surveys, correspondence, records and documentation
• Act as a point of escalation for the team and proactively identify solutions to improve performance
• Build and maintain strong working relationships with internal and external stakeholders
• Provide cover for the Contract Administration and Security Manager when required
• Lead and attend team meetings, encouraging engagement, contribution and idea sharing
• Ensure compliance with health, safety, hygiene, PPE and uniform standards
• Report near misses, accidents and faulty equipment
• Undertake any other reasonable duties as directed by management

• Previous experience managing a team in a fast-paced, customer-focused environment
• Strong IT skills, including Microsoft Outlook, Word, Excel and PowerPoint
• Excellent verbal and written communication skills
• Ability to work on own initiative and as part of a wider team
• High attention to detail and adherence to standards
• Experience managing teams and multiple stakeholders against tight deadlines
• Proven ability to use analytics and performance data to drive results

Desirable

• Experience working within a military environment
• Experience in an engineering, facilities or coordination role
• Demonstrated leadership skills and knowledge
• Health & Safety and/or Food Safety knowledge or qualifications

Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you; you'll act with purpose and have an impact through your everyday actions; and you'll be able to thrive in your own way. In addition, we offer:

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal, and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you & family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering day