Job Description

Facilities Management Helpdesk Supervisor

Position Overview

Velway are a national facilities management company operating across the UK, managing a diverse portfolio of properties including commercial offices, care homes, and residential accommodation.

Further information can be found at www.velway.co.uk.

Due to continued company growth, we are seeking a Helpdesk Supervisor to join our Head Office team based at Nostell Priory Business Estate.

You will be responsible for leading and supporting the Helpdesk team to ensure an efficient, customer-focused service that underpins the operational delivery of Velway's Facilities Management (FM) services. This is an exciting opportunity for an experienced Helpdesk or FM professional to take a key role in a growing company that values development, progression, and internal promotion.

This role reports directly to the Helpdesk Manager and plays a key part in ensuring the smooth running of day-to-day helpdesk operations.

Purpose of Role

The Helpdesk Supervisor will oversee the day-to-day operation of the FM Helpdesk, ensuring that all incoming calls, emails, and service requests are managed effectively in line with contractual service level agreements (SLAs).

The majority of the work will focus on managing reactive maintenance tasks, ensuring that faults and urgent works are logged, prioritised, and resolved efficiently. In addition, the role will involve working closely with the PPM Coordinator to gain a clear understanding of the planned preventative maintenance (PPM) schedule and how it integrates with reactive works, ensuring seamless coordination between the two functions.

You will supervise a small team of Helpdesk Operatives, providing guidance, support, and training to deliver exceptional service to Velway's clients, contractors, and internal FM teams.

Key Responsibilities

Helpdesk Management

Oversee and coordinate the daily running of the Facilities Management Helpdesk, reporting directly to the Helpdesk Manager. Manage and monitor reactive maintenance requests, ensuring they are prioritised, allocated, and completed within SLA timeframes. Work collaboratively with the PPM Coordinator to understand planned maintenance activities and ensure that reactive and planned works are aligned. Review Helpdesk performance and produce regular reports on KPIs, trends, and service delivery. Support the Helpdesk Manager in implementing process improvements and system enhancements.

Team Leadership

Supervise, support, and mentor Helpdesk Operatives to maintain a high-performing, customer-focused team. Coordinate shift patterns and workload distribution to ensure full Helpdesk coverage between 08:30 and 17:00. Provide training, coaching, and regular feedback to team members. Conduct regular team meetings and 1:1s to promote collaboration and continuous improvement.

Customer & Contractor Liaison

Maintain strong working relationships with clients, tenants, and contractors to ensure effective communication and proactive service delivery. Act as an escalation point for complex or high-priority issues, ensuring prompt resolution and excellent customer experience. Support Facilities Managers in coordinating contractor attendance, permits to work, and documentation updates.

System & Process Management

Ensure accurate and timely data entry within the Computer-Aided Facilities Management (CAFM) system. Review and update processes to improve Helpdesk efficiency and service quality. Support compliance with company procedures, documentation standards, and data management practices.

Reporting & Administration

Generate performance and compliance reports for management review. Support the preparation of client reports, quotations, and correspondence as required. Contribute to internal projects and process improvement initiatives.

Skills & Experience Requirements

Previous experience in a Helpdesk or Facilities Management environment (essential). Strong leadership and team supervision skills, ideally with prior experience managing a small service team. Excellent customer service and communication abilities, both written and verbal. Competent in Microsoft Office (Word, Excel, Outlook) and experienced with CAFM systems. Proven ability to prioritise workload, manage time effectively, and work under pressure. High attention to detail, accuracy, and service quality. A proactive, positive attitude and the ability to build strong relationships across all levels.

The Individual

Velway is seeking an enthusiastic, organised, and motivated individual who shares our ethos of openness, teamwork, and professionalism.

You will be passionate about service excellence and personal development, with a desire to grow alongside the company as we expand our national presence.

Benefits

Continuous professional development Clear career progression opportunities within a growing organisation Company pension scheme Free on-site parking Excellent office location within the Nostell Priory Business Estate 28 days holiday (including bank holidays) On-call allowance (as required)

Location

The Nostell Estate, Nostell Priory Business Estate, Wakefield, West Yorkshire

Job Type: Full-time

Pay: 28,000.00 per year

Benefits:

Company events Free parking On-site parking
Work Location: In person