Helpdesk Supervisor

Description and requirementsAt Skanska, we're shaping the way we live, work and connect. As one of the world's largest construction and development companies, we work together with customers, communities and partners to shape a better society. You will be working in the Building Services OU based in North Lanarkshire in where we are responsible for bringing Skanska's purpose to build for a better society to life-creating healthy workplaces and efficient facilities that improve people's lives. Through collaboration and innovation, we deliver high-quality solutions that make a lasting, positive impact for people and communities. We are currently looking for a Helpdesk Supervisor who will lead and support the helpdesk team to deliver efficient, customer focused service while ensuring all requests are managed in line with agreed SLAs and performance targets. As the Helpdesk Supervisor, you will: • Lead, motivate, and support the helpdesk team to ensure high levels of performance, engagement, and customer service delivery. • Oversee the handling of all incidents and service requests, ensuring they are logged, prioritised, and resolved within agreed SLAs. • Act as the main escalation point for complex or high-priority issues, ensuring timely resolution and clear communication with stakeholders. • Track performance against KPIs/SLAs (e.g. response times, resolution rates), producing regular reports and identifying areas for improvement. • Review and enhance helpdesk processes and SOPs to drive efficiency, ensure consistency, and maintain compliance with contractual and audit requirements. We are looking for: • Knowledge of CAFM System. • Setting direction, Making sound decisions, taking accountability and leading by example. • Confidence in communicating with every individual. • Strong people leadership and people management skills. • Attention to detail and accountability. • Including the ability to build relationships, influence stakeholders, support colleagues, and work effectively across functions and teams. What we offer: • 24/7 digital GP service for you and your family • Financial wellbeing and employee assistance • Professional development • Enhanced family benefits (including maternity, paternity,dependants and parental bereavement leave) Inclusion and Diversity We thrive through embracing differences as we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high-performing teams. We call it The Skanska Way. Flexible working Where possible, we offer a range of flexible working options, and we would be happy to discuss this at the application stage if this is something you'd like to explore. Reasonable adjustments We want you to feel confident and supported throughout every stage of our recruitment process. If you need any adjustments to help you during your application, please contact us at or call - Option 5 & 1. Closing date We encourage you to apply as early as possible, as the closing date may be subject to change. If this role would be of interest, please click apply and join our team of 27,000 problem solvers and creative thinkers, where knowledge is our greatest creation. We share, listen and support your success - every step of the way.