Help Desk Supervisor – Facilities Management

12 Month Fixed Term Contract / Secondment Opportunity

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 is a critical leadership role responsible for the effective management of the Concerto CAFM system, ensuring the delivery of high quality maintenance, compliance, and FM services across the Council’s extensive portfolio of 900+ sites.

In this position, you will lead a team of two Help Desk Operatives, acting as the primary escalation point for complex queries and incidents. You will be responsible for overseeing the maintenance budget, driving service performance, and implementing continuous improvement strategies to ensure we meet our corporate objectives and SLAs. This is a dynamic role for a leader who excels in data driven decision making, stakeholder management and team development.

Key Responsibilities:

– 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.

– System Expertise: Act as the expert lead for the Concerto CAFM system, ensuring it serves as the “single source of truth” for all asset, maintenance, and compliance data.

– Operational Oversight: Manage high volume service requests and act as an escalation point for complex incidents or telephony queries, ensuring all issues are resolved within agreed targets.

– Performance & Compliance: Monitor team performance against KPIs, produce detailed reports for the Data Manager, and identify systemic trends to improve service delivery.

– Budget & Stakeholder Management: Oversee the management of budgets, ensuring all maintenance activity is tracked, compliant, and cost effective. Build and maintain strong relationships with internal stakeholders, contractors, and suppliers.

– Continuous Improvement: Identify service gaps, design solutions, and implement procedural improvements to enhance operational efficiency and inclusive service delivery.

What we are looking for:

– Proven experience in a Help Desk or property asset management environment within a large, complex organisation.

– Strong leadership capabilities, with experience in 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 design and implement service improvements.

– Experience in managing conflicting priorities and delivering results under pressure.

– Strong communication skills, with the ability to present technical information clearly to various audiences and demonstrate active listening.

– Flexibility to work possible shift patterns to ensure continuity of service.

As a Council, our most outstanding asset is our staff, who are highly dedicated to serving our residents and committed to our goals as an organisation.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

We operate a fair and open anonymous selection process. Therefore, we do not accept supporting statements or CV’s.

To proceed with your application, you will need to create an account and submit your application.

As part of the application process, you will need to complete a number of competency based questions. These questions allow you to demonstrate your suitability for the role and provide examples of your skills, knowledge and experience outlined in the job description.

We understand the benefits of using AI in the workplace. However, if you are thinking of using this tool to submit your application, we ask you to think about what value it will add. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

This application process replaces a supporting statement.

Prior to applying for a vacancy for a secondment opportunity, please liaise with your line manager and inform them of your interest in applying for the role.

Closing date for applications: 26 July 2026 (22:59)

Interview date: W/c 10 August 2026

Please note: we reserve the right to close the role early if we receive a high volume of applications.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk

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