London Borough of Hackney
Help Desk Supervisor – Facilities Management
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Job Title: Help Desk Supervisor (Corporate Hard Facilities Management) Contract Type: – 12-month fixed-term contract – Secondment opportunity
About the Role
The London Borough of Hackney is seeking an experienced and proactive Help Desk Supervisor to lead our Corporate Hard Facilities Management help desk team. This critical leadership role is responsible for effectively managing the Concerto CAFM system, ensuring high-quality maintenance, compliance, and facilities management (FM) services across the Council’s extensive portfolio of 900+ sites.
In this position, you will:
- Lead two Help Desk Operatives and serve as the primary escalation point for complex queries and incidents.
- Oversee maintenance budgets, drive service performance, and implement continuous improvement strategies to meet corporate objectives and SLAs.
- Thrive in a dynamic environment requiring data-driven decision-making, stakeholder management, and team development.
Key Responsibilities
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Team Leadership:
- Provide day-to-day leadership and performance management for the Help Desk team, including training, onboarding, and fostering a culture of excellence and accountability.
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System Expertise:
- Act as the expert lead for the Concerto CAFM system, ensuring it remains the "single source of truth" for all asset, maintenance, and compliance data.
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Operational Oversight:
- Manage high-volume service requests and serve as the escalation point for complex incidents or telephony queries.
- Ensure all issues are resolved within agreed targets.
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Performance & Compliance:
- Monitor team performance against KPIs, produce detailed reports for the Data Manager, and identify systemic trends to improve service delivery.
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Budget & Stakeholder Management:
- Oversee management of budgets, ensuring all maintenance activity is tracked, compliant, and cost-effective.
- Build and maintain strong relationships with internal stakeholders, contractors, and suppliers.
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Continuous Improvement:
- Identify service gaps, design solutions, and implement procedural improvements to enhance operational efficiency and inclusive service delivery.
Requirements
Applicants must demonstrate:
- Proven experience in a Help Desk or property asset management environment within a large, complex organisation.
- Strong leadership capabilities, including supervising, guiding, and performance managing staff.
- Advanced proficiency with CAFM systems (Concerto preferred) and database management.
- Excellent problem-solving skills, with the ability to think laterally to drive service improvements.
- Experience in managing conflicting priorities while delivering results under pressure.
- Strong communication skills, including the ability to:
- Present technical information clearly to various audiences.
- Demonstrate active listening.
- Flexibility to work possible shift patterns to ensure service continuity.
Why Work With Us?
At Hackney Council, our most valuable asset is our staff—highly dedicated professionals committed to serving our residents and achieving organisational goals.
Core Values:
We are seeking candidates who embody these principles:
- Proud
- Ambitious
- Pioneering
- Open
- Proactive
- Inclusive
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Diversity & Inclusion
We are committed to eliminating discrimination on the basis of:
- Age
- Disability
- Gender reassignment
- Marriage and civil partnership
- Pregnancy and maternity
- Race
- Religion or belief
- Sex
- Sexual orientation
Additionally, we recognise social and economic disadvantage as barriers to inclusion and will actively address them.
Support for Applicants
The Council offers Hackney Works, a dedicated employment support service for Hackney residents, providing guidance on applications. For details: 📧 hackneyworks@hackney.gov.uk
Application Process Notes
- Anonymous selection: We do not accept supporting statements or CVs.
- Competency-based questions: Applications require responses to questions assessing skills, knowledge, and experience outlined in this description.
- Consider using AI discreetly: While we acknowledge AI’s benefits, we value personal voice and authenticity in candidates’ responses.
✨ Showcase your unique perspective—don’t let AI overshadow your individuality.
- Pilot in-house support: For secondment opportunities, consult your line manager prior to applying.
Key Dates & Deadlines
- Applications close: 26 July 2024 (22:59)
- Interviews: Week commencing 10 August 2024
- Note: The role may close early if applicant volume exceeds expectations.
Closing Remark
Join Hackney Council where diversity is celebrated, inclusion is prioritised, and every member of staff can strive for excellence. Apply today and contribute to a workplace where everyone belongs.
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