Help Desk Supervisor

**Job title**: Incident Response Centre Supervisor

**Where**: Coventry - Ansty Park

**When**: We're looking to get the right person in to the team ASAP

**Hours**:4 on 4 off** **working 12 hour shift patterns of days/ late nights

**Job objectives and responsibilities**
- Leading IRC Operators to support colleagues across the clients network by creating a safe and secure environment.
- Incident commander for all out of hours emergency, security and protester incidents at all Sainsbury's Corporate Locations.
- Lead ad-hoc projects as designated by senior management or the client on time and to the required high standard
- Ensure all members of staff are full trained in all aspects of the security functions of the IRC and full and detailed training records are complete and up to date at all times.
- Enabling corporate, store and depot teams to make their locations a safe place to work and visit.
- Responsible for leading IRC Operatives to appropriately to process incoming telephone calls, requests for CCTV and Access Control evidence.
- Responsible for monitoring of Horizon platform to ensure Sainsbury's colleagues are safe and secure when travelling globally on business.
- Responsible for leading IRC Operaives to process incident Reports from multiple Sainsbury's locations
- Responsible for leading the end to end management of real-time incidents as they occur, including active monitoring of CCTV, in line with Mitie and the clients policies and procedures.
- Ensure that all reported Sainsbury's incidents are accurately reported, reviewed and escalated appropriately
- Responsible for ID card production and access provisioning for corporate and distribution locations.

**Main duties**
- To deliver results for their identified area that meets or exceeds the budget and service delivery requirements through full responsibility and accountability for:

- Day to day supervision of IRC Operatives
- Management of Access Control System including oversight of adding of access to passes, issuing of new staff passes and responsibility for termination and deletion of Security access passes in line with the site Joiner, Mover and Leavers process.
- Work with the IRC Manager to plan capacity on a weekly basis (with daily amends where necessary) through the efficient deployment of people, equipment, systems and other available resources. Establish work priorities and match them to these resources
- Ensure workflow is monitored and controlled within the team to ensure capacity is high and downtime, duplication and wasted effort are minimised through use of daily huddles
- Ensure excellent management of customer incidents and ensuring a comprehensive handover is carried out at the beginning and end of shifts to allow the oncoming Supervisor to correctly follow the agreed processes
- Generate daily/weekly/monthly and adhoc reports on access transactions and access provisioning to support business unit's needs and for audits checks.
- Receiving and responding to travel advise updates and sending out welcome packs to any Sainsbury's colleague booked on the travel platform
- Demonstrate an excellent understanding of all systems in use in the IRC, enabling the team to respond appropriately to any signals or messages received and guide their team in doing the same
- Ensure the team respond to all customer calls and requests within target guidelines and give our customers an excellent customer experience at all times
- Ensure compliance with GDPR and Company and Client quality standards
- Where appropriate, implement actions to protect the business and minimise non-compliance at all times
- Lead the team in a way that is in line with company values and behaviours and leading the team to fulfil their potential and to exceed clients expectations
- Report to the IRC Manager any incident outside of experience or control and follow all actions as specified regard to issues arising during the course of their duties
- Work and communicate with other support functions as appropriate to ensure workflow is effective and delivers the right output in the right timescales
- Involve team in problem solving, workflow creation and improvement ideas to gain the best solutions whilst creating the buy in and engagement of team members
- Proactively manage the team to ensure high levels of performance and attendance including daily huddles, 121s and PDRs
- Coach team members to achieve processing performance through technical capability
- Complete ad-hoc projects as designated by the IRC Manager on time and to a high standard of quality

**Personal Specification**
- An excellent working knowledge of all processes and procedures associated with a manned Security Operations Centre (SOC) including incident response, CCTV and access control monitoring, access, remote access, and key-holding.
- Operating experience of industry standard integrated security solutions (eg, CCTV, Access Control, Alarm Management)
- Experienced in achieving SLAs, identifying ga