Helpdesk Supervisor

Location: Lynton House/flexible

Permanent – Full Time

Redbridge is an ambitious, diverse and exciting east-London borough. What we do is driven by changing our relationship with local people to support our vision. As a result, we've developed innovative ways to build our communities and transform our Council.

We're one of the fastest growing parts of the country and the third most diverse London borough. Our communities are attracted by a mixture of excellent schools, relatively affordable housing, high-quality open space and rapid transport connections into the heart of the city.

Redbridge Facilities Management delivers essential maintenance, repairs, cleaning, security and property services across all Redbridge Council buildings, schools, estates and public spaces. We keep 600+ properties safe, functional and well-maintained for residents, staff and visitors.

We are looking for an experienced, organised and calm leader to head up our central Help Desk — the heartbeat of our operations.

The Role

You will lead the Help Desk team, ensuring all service requests, repairs, enquiries and jobs are logged, prioritised, allocated and tracked efficiently. You will maintain service standards, coach the team, and liaise with contractors, tenants, council departments and residents to keep our estates and buildings running smoothly.

Key Responsibilities:

Lead, train, mentor and schedule a team of 2 Help Desk Officers; set KPIs and review performance

Oversee end-to-end management of all incoming requests: phone, email, portal, in-person — logging, triaging, assigning, chasing and closing

Monitor contractor performance, SLAs and response times; escalate delays or non-compliance

Resolve complex, sensitive or escalated issues — including resident complaints, emergency repairs and access problems

Maintain accurate records, asset logs and job history; produce weekly/monthly reports on volumes, performance and trends

Update and improve desk procedures, call scripts and workflows; ensure GDPR, data protection and council policies are followed

Liaise with Housing, Building Services, Estates, Finance and contractors to align priorities and resolve bottlenecks

Payment of invoices and journaling

What You’ll Bring

Essential:

Good experience in a help desk, facilities, housing maintenance or customer services environment — prior experience in a supervisory/lead role

Proven track record managing high-volume enquiries and meeting service level agreements

Confident using CAFM/CRM systems (e.g. Civica, MRI, ServiceNow, or similar) + Microsoft 365

Excellent communicator — clear, calm and authoritative with residents, contractors and colleagues at all levels

Strong problem-solver; able to de-escalate conflict and make sound decisions under pressure

Knowledge of health & safety, GDPR and data protection requirements

Committed to equality, diversity and serving Redbridge’s communities

Desirable:

Experience in local government, social housing or public sector FM

Knowledge of Redbridge borough, council estates and property portfolio

Qualification in Facilities Management, Customer Service or Business Administration

Experience managing reactive maintenance and emergency call-outs

Job Description and Person Specification

To apply for this post please complete the online application form and attach your CV and a Covering Letter addressing how you meet the criteria for the role as stated in the person specification.

All short-listed applicants will need to demonstrate proof of right to work in the UK.

We are committed to employment practices that promote diversity and inclusion in employment and welcome applications from qualified applicants regardless of age, disability, gender identity, sex, marriage and civil partnership status, pregnancy and maternity status, colour, race, religion, or belief.