Help Desk Supervisor - Facilities Management

The London Borough of Hackney is seeking an experienced and proactive Help Desk Supervisor to lead our Corporate Hard Facilities Management help desk team. This is a critical leadership role responsible for the effective management of the Concerto CAFM system, ensuring the delivery of high quality maintenance, compliance, and FM services across the Council’s extensive portfolio of 900+ sites.

In this position, you will lead a team of two Help Desk Operatives, acting as the primary escalation point for complex queries and incidents. You will be responsible for overseeing the maintenance budget, driving service performance, and implementing continuous improvement strategies to ensure we meet our corporate objectives and SLAs. This is a dynamic role for a leader who excels in data driven decision making, stakeholder management and team development., Team Leadership: Provide day to day leadership and performance management for the Help Desk team, including training, onboarding, and fostering a culture of excellence and accountability. System Expertise: Act as the expert lead for the Concerto CAFM system, ensuring it serves as the “single source of truth” for all asset, maintenance, and compliance data. Operational Oversight: Manage high volume service requests and act as an escalation point for complex incidents or telephony queries, ensuring all issues are resolved within agreed targets. Performance & Compliance: Monitor team performance against KPIs, produce detailed reports for the Data Manager, and identify systemic trends to improve service delivery. Budget & Stakeholder Management: Oversee the management of budgets, ensuring all maintenance activity is tracked, compliant, and cost effective. Build and maintain strong relationships with internal stakeholders, contractors, and suppliers. Continuous Improvement: Identify service gaps, design solutions, and implement procedural improvements to enhance operational efficiency and inclusive service delivery.

Proven experience in a Help Desk or property asset management environment within a large, complex organisation. Strong leadership capabilities, with experience in supervising, guiding, and performance managing staff. Advanced proficiency with CAFM systems (Concerto preferred) and database management. Excellent problem solving skills, with the ability to think laterally to design and implement service improvements. Experience in managing conflicting priorities and delivering results under pressure. Strong communication skills, with the ability to present technical information clearly to various audiences and demonstrate active listening. Flexibility to work possible shift patterns to ensure continuity of service.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.