Facility Help Desk Supervisor

About the role

The Facility Help Desk Supervisor will lead the day‑to‑day operations of the facility help desk team at the African Medical Centre of Excellence in Abuja. This role ensures rapid, effective resolution of facility‑related incidents while delivering exceptional customer service to staff, tenants and external partners.

Key responsibilities

• Lead, mentor and schedule a team of help desk technicians, conducting performance reviews and identifying training needs.
• Oversee incident tracking, prioritisation and root‑cause analysis for maintenance requests, equipment failures and emergencies.
• Establish and monitor Service Level Agreements, ensuring timely resolution and continuous improvement of help‑desk performance.
• Maintain accurate incident records, generate performance reports and provide data‑driven recommendations to management.
• Coordinate with facility management, external vendors and contractors for preventive maintenance, space planning and emergency preparedness.

Required profile

• Bachelor’s degree in Business Administration, IT, Facilities Management or a related field.
• Minimum 5 years of experience in a similar supervisory help‑desk or facilities support role.
• Professional certification or membership with a recognised facilities or IT service‑management body.
• Strong leadership, communication and problem‑solving abilities.

Required skills

• Computer hardware
• Software
• Networking concepts
• Troubleshooting techniques
• Help desk ticketing systems