Job Description
Helpdesk Supervisor
Contract job
Midland Metropolitan University Hospital,B66 2QT
Health, Safety & Sustainability Statement
The organisation is committed to leading the sector in sustainability. All employees have a collective responsibility to work in a sustainable and efficient manner, helping to minimise environmental impact while contributing positively to clients, colleagues, and the wider community.
Employees are responsible for working safely at all times, ensuring they do not cause harm to themselves or others, and are expected to comply with all Health & Safety and Sustainability policies and procedures.
Role Overview
This role is based across the Sandwell and West Birmingham NHS Trust estate, including Sandwell Health Campus, City Health Campus, the Midland Metropolitan University Hospital (MMUH), and several community healthcare facilities.
The postholder will support the Helpdesk Coordinator in delivering a high-quality maintenance support service across the estate. Responsibilities include supervising the Helpdesk function, coordinating reactive maintenance activities, managing engineering workflows, and ensuring contractual performance standards are achieved.
Working within a multidisciplinary Hard FM team, the successful candidate will oversee Helpdesk operations, coordinate engineers and subcontractors, monitor service performance, and ensure the CAFM system remains accurate and compliant.
Due to the diverse range of facilities and engineering systems across the estate, the role requires flexibility, strong organisational skills, and the ability to perform effectively in a fast-paced healthcare environment. The postholder may also be required to work across other Trust sites and adjust working hours to support operational requirements, including annual leave and sickness cover.
Key Purpose of the Role
The Helpdesk Supervisor plays a key role in ensuring the effective delivery of maintenance services by:
• Supervising the daily operation of the Helpdesk.
• Managing Helpdesk Operators and supporting their development.
• Coordinating reactive maintenance activities.
• Monitoring contractual performance and service delivery.
• Supporting compliance, reporting, and CAFM administration.
• Maintaining excellent customer service while ensuring contractual obligations are achieved.
The position forms part of the onsite Management Team and contributes to the successful delivery of Hard FM services across the estate.
Key Responsibilities
The duties of the Helpdesk Supervisor include, but are not limited to:
Helpdesk & Team Management
• Directly manage all Helpdesk Operators.
• Monitor Helpdesk performance and implement corrective actions where required.
• Support training and development of Helpdesk staff.
• Manage staff rotas to ensure adequate operational coverage.
• Undertake disciplinary, absence management and grievance procedures as directed by the Helpdesk Coordinator.
• Provide Helpdesk cover during periods of absence.
Maintenance Coordination
• Lead jeopardy management of all maintenance works.
• Allocate reactive maintenance tasks to Engineers.
• Monitor daily completion of reactive work orders.
• Chase Engineers to ensure work is completed within contractual timescales.
• Coordinate subcontractor attendance where required.
• Chase outstanding information and documentation.
• Monitor reactive works exceeding maintenance cost thresholds.
CAFM & Administration
• Assist in managing the Maximo CAFM system, ensuring all information remains accurate and up to date.
• Maintain accurate job notes and ensure first response targets are achieved.
• Assist with updating O&M Manuals following project completion.
• Add new assets and Planned Preventative Maintenance (PPM) schedules into the CAFM system.
• Ensure all maintenance documentation remains compliant.
• Maintain and annually review Local Operating Procedures (LOPs), ensuring both electronic and hard copy records are current.
Reporting & Performance Management
• Produce and support monthly service reports, deduction reports, utilisation reports and failure reports.
• Manage weekly, fortnightly, quarterly, bi-annual and annual KPI reporting.
• Analyse service data and identify trends to drive continuous improvement.
• Carry out monthly service audits.
• Lead outstanding works meetings where required with Technical Service Managers.
• Monitor contract performance and recommend improvements to minimise payment deductions and service failures.
Financial & Contract Administration
• Record Trust Works completed onsite.
• Ensure additional works undertaken outside the core contract are accurately recorded and recharged.
• Support damage claim administration with the client.
• Assist with commercial reporting and contract performance analysis.
Operational Responsibilities
• Participate in the on-call rota as required.
• Participate in emergency recall procedures when required.
• Attend contract meetings with senior management and client representatives.
• Lead internal contract performance meetings.
• Implement appropriate auditing processes to ensure compliance with project requirements and corporate governance.
• Carry out any other reasonable duties appropriate to the role.
Person Specification
Essential Experience
• Previous experience working within a maintenance environment.
• Good knowledge of building fabric maintenance including:
o Fire doors
o Passive fire protection
o Drainage systems
o Cladding
o Roofing systems
o General joinery repairs
• Minimum of three years’ post-apprenticeship experience within a maintenance environment.
Desirable Experience
• Experience within a healthcare maintenance environment.
• Knowledge of mechanical and electrical building services.
• Previous experience as a Competent Person or Authorised Person, including confined spaces or working at height.
Qualifications
Essential
• Recognised apprenticeship in a relevant engineering discipline to City & Guilds level or equivalent.
• GCSE/O Level (or equivalent) in Mathematics and English.
Desirable
• Competent Person / Authorised Person qualifications.
• Confined Spaces certification.
• Working at Height certification.
Skills & Personal Attributes
The successful candidate will demonstrate:
• Excellent communication and customer service skills.
• Strong leadership and people management abilities.
• Proactive problem-solving skills.
• Ability to work independently with minimal supervision.
• Strong organisational and planning skills.
• Excellent attention to detail.
• Ability to work effectively under pressure.
• Commitment to continuous improvement.
• Team-focused approach with a willingness to support and develop others.
• Flexibility to work varying shift patterns, including nights where operationally required.
• Willingness to travel to other company sites when necessary.
• Full, valid UK driving licence.
Core Competencies
• Collaboration – Leads others and works effectively within multidisciplinary teams.
• Delivery – Ensures high-quality service delivery and operational excellence.
• Planning – Thinks ahead, prioritises workload, and leads operational planning.
• Commercial Awareness – Understands contractual obligations and adds value.
• Financial Awareness – Demonstrates cost-conscious decision making.
• Innovation & Improvement – Uses reporting, analysis and forecasting to improve service performance.
Additional Information
• This role forms part of the onsite Management Team.
• The postholder may be required to work across multiple Trust sites.
• Participation in an on-call and emergency recall rota is required.
• This job description outlines the primary duties of the role and is not intended to be an exhaustive list of responsibilities. Duties may be amended to meet the changing needs of the service.
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