> Markdown version of [/jobs/ext/3196460-helpdesk-supervisor-glasgow](https://www.wearedevelopers.com/jobs/ext/3196460-helpdesk-supervisor-glasgow). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Helpdesk Supervisor - Glasgow - **Company:** City Facilities Management UK - **Location:** Glasgow, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Data Logging - **Published:** September 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fa88079266c2be3c ## About the Role * High degree of flexibility with regards to working hours KEY PERFORMANCE INDICATORS * Timeliness and accuracy of written and verbal reports * Utilisation and development of the Helpdesk Team * Effectiveness of communications within the Helpdesk ESSENTIAL KNOWLEDGE * Working knowledge of the Helpdesk * Familiarity with the Asda Contract DESIRABLE KNOWLEDGE * Familiarity with assessment and disciplinary procedures ESSENTIAL SKILLS * Ability to manage a team of Call Centre Operators and Team Leaders * Ability to extract, collate and present performance data relevant to the business * Ability to motivate self and Helpdesk team in order to drive the business DESIRABLE SKILLS * PC Literate in Excel, Word, Powerpoint * Previous experience of delivering presentations to Management DEMONSTRATED BEHAVIOURS * Customer focused * Able to motivate self and others * Flexible approach to working hours * Effective communication skills both written and verbal * Team member skills SPECIALIST REQUIREMENTS * Confident liaising at Area and Divisional level * Experience in developing strong working relationships with Colleagues ## Description To effectively manage Helpdesk Team Leaders & support them in management of teams & KPI's To deliver management information in a timely & effective way Quality & Planning, Helpdesk resources/recruitment, to ensure consistency of delivery & service To deputise & support for Contact Centre Manager Liaise with City & Asda Senior Management to ensure adherence to Process and Policy Configurations to provide Access for Mercury & Epoch for all City Employees, including field, * Attendance Management, including Welfare Visits, Return to Work interviews for all Helpdesk colleagues * Carry out disciplinary, investigation and conduct meetings * Management of holiday requests and planned absence to ensure that helpdesk has adequate cover in place over all shifts (24/7) * Support & coach Team Leaders * Carry our Team Leader monthly 1-1's and assess their 121 meetings with their teams * Yearly Appraisals for Team Leaders * Colleague performance management, Support on performance management - performance improvement planning, disciplinary, investigation and conduct meetings * Management information reports for Field and Customer City & senior management teams * 24 hours a day OOH cover across all shifts via a 1 week in 2 on-call rota High level of responsibility during the rota * Ensure colleagues are accessing Evolve on a regular basis to receive updates * Recruitment of new colleague's process from - Advertising position, Reviewing CV's Selection of candidates, Arranging of 1-1 interviews Once selection is made liaise with Helpdesk trainer and arrange inductions * Planning Resources for Severe Weather * Collate Monthly Overtime for HD * Succession Planning, Fit for Growth * KPI's/KRA's: 18 seconds to answer / 30 mins to pass / 95% Performance House score * Champion customer service, motivate teams to encourage positive attitude * Support team by logging jobs and incidents * Strong knowledge of Right To Work and GDPR guidelines * Main point of enquiry / contact for City FM * Represent Helpdesk at internal and field meetings * Process management: creation and updating, ensuring all colleagues understand and are following changes * Support / Deputise for Contact Centre Manager * To communicate fluently and confidently without supervision creating an atmosphere of co-operation with both Customer and Colleagues * Consider the impact of own actions on other members of the Helpdesk team and take pride in being part of a team * To represent the Company in a professional and competent manner at all times and develop strong working relationships with City and Asda Colleagues * To visibly demonstrate enthusiasm and positive behaviour * Comply with any other reasonable request or instruction from other Department/CFM Line Manager * Recruit+ Portal - Liaising with Recruiting Agencies * FTE Management * Flexible Working Requests