Helpdesk Supervisor

Helpdesk Supervisor

Contract: Up to 11th October
Location: Midland Metropolitan University Hospital, B66 2QT

Role Overview

Working across the Sandwell and West Birmingham NHS Trust estate, including Midland Metropolitan University Hospital (MMUH), Sandwell Health Campus, City Health Campus and community healthcare facilities, you will support the Helpdesk Coordinator in delivering an efficient Hard FM maintenance support service.

Key Responsibilities

Helpdesk & Team Management: Supervise Helpdesk Operators, monitor performance, support training and development, manage staff rotas, assist with absence, disciplinary and grievance procedures, and provide Helpdesk cover during periods of absence.

Maintenance Coordination: Allocate reactive maintenance work to Engineers, manage jeopardy situations, monitor work completion against contractual response times, coordinate subcontractor attendance, chase outstanding information and documentation, and oversee reactive works exceeding maintenance cost thresholds.

CAFM & Administration: Maintain accurate information within the Maximo CAFM system, ensure job notes and response targets are achieved, update Operation & Maintenance Manuals, add new assets and Planned Preventative Maintenance schedules, maintain compliant maintenance records, and review Local Operating Procedures to ensure documentation remains current.

Reporting & Performance: Produce monthly service, utilisation, deduction and failure reports, manage KPI reporting, analyse service performance, carry out audits, lead outstanding works meetings, monitor contractual performance, and identify opportunities to improve service delivery while reducing payment deductions.

Financial & Operational Support: Record Trust Works, ensure additional works are accurately recharged, support damage claim administration, assist with commercial reporting, participate in on-call and emergency recall rotas, attend client and contract meetings, lead internal performance meetings, implement auditing processes, and undertake any other reasonable duties appropriate to the role.

Essential Experience

Previous experience within a maintenance environment is essential together with a good knowledge of building fabric maintenance, including fire doors, passive fire protection, drainage systems, cladding, roofing systems and general joinery repairs. Applicants should also have a 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, and previous experience as a Competent Person or Authorised Person, including confined spaces or working at height, would be advantageous.

Qualifications

A recognised apprenticeship in a relevant engineering discipline to City & Guilds level or equivalent, together with GCSE/O Level (or equivalent) in Mathematics and English, is essential. Competent Person or Authorised Person qualifications, Confined Spaces certification and Working at Height certification are desirable.

Skills & Attributes

You will have excellent communication and customer service skills, strong leadership and people management abilities, excellent organisational and planning skills, attention to detail, proactive problem-solving skills, the ability to work independently and under pressure, a commitment to continuous improvement, and a collaborative approach. Flexibility to work varying shift patterns, including nights where required, willingness to travel between Trust sites, and a full UK driving licence are also essential.

Additional Information

This position forms part of the onsite Management Team and may require working across multiple Trust locations. Participation in an on-call and emergency recall rota is required. The duties outlined above represent the primary responsibilities of the role and may be amended to meet the changing needs of the service.

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