Helpdesk Supervisor

About the role

The Helpdesk Supervisor will support the Helpdesk Coordinator in delivering an efficient Hard FM maintenance service across the Sandwell and West Birmingham NHS Trust estate, including Midland Metropolitan University Hospital and associated campuses. This role combines team leadership, maintenance coordination and CAFM administration.

Key responsibilities

• Supervise Helpdesk Operators, manage rotas, monitor performance and provide cover during absences.
• Allocate reactive maintenance work to engineers, handle jeopardy situations and ensure contractual response times are met.
• Maintain accurate data in the Maximo CAFM system, update assets, O&M manuals and preventative maintenance schedules.
• Produce monthly service, utilisation and KPI reports, conduct audits and lead performance meetings.
• Record Trust Works, recharge additional works, support damage claim administration and participate in on‑call rotas.

Required profile

• Minimum three years post‑apprenticeship experience in a maintenance environment.
• Strong knowledge of building fabric maintenance (fire doors, passive fire protection, drainage, cladding, roofing, joinery).
• Experience working within NHS or healthcare facilities is desirable.

Required skills

• Proficiency with Maximo CAFM system.
• Building fabric maintenance expertise.
• Reactive maintenance coordination.
• KPI reporting and performance analysis.
• Audit and compliance processes.

What we offer

• Opportunity to work within a large NHS Trust delivering critical facilities services.
• Professional development and training support.