Company: Sodexo
Location: Colchester
Posted: April 25th, 2026
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.
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
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:
Ready to be part of something greater? Apply today!
Sodexo reserves the right to close this advert early if we are in receipt of a high number of applications
#J-18808-Ljbffr