Job Description

Facilities Management Helpdesk Supervisor

Join a growing national Facilities Management company.

Velway provides professional

Facilities Management (FM)

services across the UK, covering commercial offices, care homes, and residential properties. Due to continued growth, we're looking for a

Helpdesk Supervisor

to lead our FM Helpdesk team at our Head Office.

Role Overview

The

Helpdesk Supervisor

will oversee the day-to-day operation of the

Facilities Management Helpdesk

, ensuring all reactive maintenance and service requests are handled efficiently, within SLA targets, and to a high customer-service standard.

You'll supervise a small team, support operational delivery, and act as a key link between clients, contractors, and internal Facilities Managers.

Key Responsibilities

Supervise and support the FM Helpdesk team to deliver excellent customer service. Manage and prioritise reactive maintenance calls, emails, and work orders. Ensure all service requests are logged, tracked, and completed within SLA timeframes. Work with the PPM Coordinator to align

planned and reactive maintenance

. Produce reports on KPIs, performance, and service delivery. Act as the main point of contact for escalations and urgent issues. Ensure accurate data entry and process compliance within the

CAFM system

. Identify and implement improvements to Helpdesk processes and systems.

Skills & Experience

Previous experience in a

Helpdesk

,

Facilities Management

, or

Maintenance Coordination

role (essential). Proven

team leadership

or

supervisory

experience. Excellent communication and customer service skills. Confident using

CAFM systems

and

Microsoft Office

. Strong organisational skills and ability to manage multiple priorities. Positive, proactive approach with strong attention to detail.

Benefits

Competitive salary and on-call allowance (as required). Career development and progression opportunities. Continuous professional training. Company pension scheme. 28 days holiday (including bank holidays). Free on-site parking at a scenic location within Nostell Priory Business Estate.

About Velway

Velway is a fast-growing national

Facilities Management

company committed to delivering professional, transparent, and customer-focused FM solutions. We value teamwork, growth, and internal promotion.

Apply today

to join an ambitious Facilities Management team and take the next step in your FM career.

Job Type: Full-time

Pay: From 28,000.00 per year

Benefits:

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