Service Desk Supervisor

At Apleona, we are always on the lookout for talented and dynamic individuals to join our team. We are currently recruiting for a Service Desk Supervisor to work remotely in Ireland.

Working Pattern: Monday to Friday, 9am - 5pm

Main duties and responsibilities

• Support the Helpdesk Manager in the day-to-day management of the Helpdesk team.
• Allocate and balance workloads across Helpdesk staff to ensure efficient handling of ESB requests and calls.
• Provide guidance, coaching and training to team members on Helpdesk processes, CAFM usage and ESB contract requirements.
• Monitor individual and team performance against agreed KPIs and highlight performance issues to the Helpdesk Manager.
• Act as first point of escalation for Helpdesk staff to resolve system issues, complex queries or customer concerns.
• Exercise delegated authority to manage attendance, adherence to rota/schedules, and day-to-day task allocation
• Take ownership of mailboxes and ensure all incoming emails/portal requests are reviewed, prioritised and assigned promptly
• Ensure all incoming requests via portal, email or  telephone are logged accurately in the CAFM system or relevant tools
• Monitor queues for new, open and pending work requests, work orders and sales quotes to ensure timely progression
• Liaise with internal teams and external suppliers to clarify requirements, obtain missing information and resolve issues that cause delay.
• Identify works at risk of breaching SLA and take immediate action to prevent breaches
• Ensure attend and finish dates, feedback and all supporting documentation are obtained and correctly linked to work orders.
• Run and review CAFM reports on work order status to support timely billing and accurate contract reporting.
• Actively manage aged and overdue works to reduce backlog and improve SLA performance, while following up on completed works to ensure they are formally closed in the system
• Provide day-to-day operational support to the Helpdesk Manager
• Assist in the implementation, review and improvement of Helpdesk standard operating procedures
• Liaise with Account Director, Operations and Technical Services Managers, Commercial and Billing teams to ensure alignment on work status, financial processes and customer requirements.
• Ensure that customer and contract documentation is stored securely and accessible.
• Ensure compliance with all statutory and company HSEQ, HR and IT policies and procedures within the Helpdesk team.
• Participate in meetings, training and development activities as required.

Qualifications, Skills and Experience

• Excellent working knowledge of Microsoft 365 and standard software applications.
• Good working knowledge of CAFM systems; experience with ESB-specific systems/portals is desirable.
• Minimum 2 years’ experience in a Service Support Centre, facilities helpdesk or similar dynamic environment.
• Previous experience in a supervisory or senior coordinator role, with responsibility for directing or supporting a small team, is desirable.
• Strong numeracy, verbal and written communication skills.
• Proven ability to manage multiple requests, prioritise workloads and meet tight deadlines.
• Strong interpersonal skills, with the ability to build effective relationships with internal teams, clients and suppliers.
• Excellent customer service skills, telephone manner and problem-solving abilities.
• Ability to work both independently and as part of a team, taking ownership of issues and driving them to resolution.
• Proactive and enthusiastic approach essential coupled with a professional demeanour

We look forward to hearing from you.

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