Helpdesk Team Leader

HC-One; Tees Valley; On-site; GBP 34,000 - 42,000; Full time

Job summary

HC-One is seeking an experienced Helpdesk Team Leader to oversee the estates helpdesk and drive maintenance and compliance across a large portfolio of care homes. Based at our Central Support Office in Darlington, you will manage a small team and coordinate with Maintenance Managers, contractors and operational teams to ensure timely maintenance requests and accurate records.

You will use our estates system to monitor live jobs, schedule planned maintenance, and escalate delays to keep homes

Qualifications

• Experience in a helpdesk or facilities coordination role within a multi-site organisation.
• Experience supervising or leading a small team.
• Strong knowledge of facilities management, maintenance coordination, and PPM.
• Experience using facilities management or estates systems to monitor performance and records.
• Excellent organisation with ability to multi-task and meet deadlines.

Responsibilities

• Oversee day-to-day operation of the estates helpdesk and lead a small team.
• Monitor contractor performance and ensure service levels are met.
• Coordinate maintenance requests, planned maintenance, and compliance records.
• Produce reports to support planning and decision-making.
• Develop and supervise Helpdesk Assistants and improve processes.

Skills

Helpdesk operations

Facilities coordination

Maintenance coordination

Leadership

Data reporting

Stakeholder management

Excel reporting

Education

Facilities management qualification

Tools

Facilities management system

Job management system

Data reporting tools

Job description

About The Role

Keep a busy estates operation running smoothly by ensuring maintenance, compliance and contractor performance stay firmly on track. Joining us means playing a central role in supporting the maintenance and compliance of a large portfolio of care homes. Working closely with Estates colleagues, contractors and operational teams, you'll ensure maintenance requests are progressed efficiently, planned maintenance programmes remain on schedule and compliance records are accurate and up to date. This is a full-time, office-based role based at our Support Office in Darlington, working 37.5 hours per week and offering the opportunity to work closely with colleagues across the organisation to support homes nationwide.

As a Helpdesk Team Leader, you'll oversee the day-to-day operation of the estates helpdesk, leading a small team while maintaining oversight of maintenance activity across the portfolio. You'll monitor performance, manage contractor relationships, drive service standards and ensure homes receive a responsive, efficient service that supports safe, well-maintained environments.

This is an operational leadership role responsible for managing the estates maintenance helpdesk and ensuring maintenance requests are progressed within agreed service levels across a large multi-site portfolio. You'll oversee the estates management system, monitoring live maintenance jobs, planned preventative maintenance (PPM) schedules and compliance activity, ensuring work is appropriately prioritised, contractors attend site as expected and any delays or issues are escalated promptly.

Working closely with Maintenance Managers, Regional Surveyors, contractors and Home Managers, you'll coordinate activity across multiple stakeholders while maintaining accurate compliance records, monitoring contractor performance and producing reports that support effective maintenance planning and operational decision-making.

You’ll also lead and develop the Helpdesk Assistants, providing day-to-day supervision, allocating workloads and supporting continuous improvements to helpdesk processes, systems and ways of working.

About You

You’ll have experience coordinating maintenance, facilities or helpdesk operations within a busy, multi-site environment and be confident managing competing priorities while maintaining exceptional attention to detail. You'll be highly organised, comfortable working with data and management systems, and able to monitor performance across a large portfolio of jobs, planned maintenance programmes and compliance records. Confident communicating with colleagues, contractors and operational teams, you'll know how to build positive relationships while constructively challenging poor performance where required.

You’ll be a proactive leader who enjoys solving problems, supporting your team and ensuring high standards of service delivery through effective planning, communication and continuous monitoring.

Essential

• Experience in a helpdesk, facilities coordination, maintenance coordination or similar operational role within a multi-site organisation.
• Experience supervising or leading a small team.
• Strong knowledge of facilities management, maintenance coordination, statutory compliance and planned preventative maintenance (PPM).
• Experience using facilities management, job management or estates systems to monitor performance and manage records.
• Excellent organisational skills with the ability to manage multiple priorities and deadlines.
• Strong communication and stakeholder management skills, with experience working alongside contractors and operational teams.
• Proficient Microsoft Office skills, including Excel for reporting and data management.

Desirable

• Experience using QR code-based attendance or contractor management systems.
• A qualification in facilities management, business administration or a related discipline, or equivalent practical experience.

Additional Information

This role is based at our Central Support Office in Darlington, with occasional travel to care homes and other locations as required. An Enhanced DBS check is required for this position, along with a DVLA licence check in line with company insurance requirements.

As with all colleagues, you'll be expected to comply with our policies relating to health and safety, infection prevention and control, safeguarding and all relevant regulatory requirements. From time to time, you may be asked to undertake other duties appropriate to the role, and the responsibilities outlined above may be reasonably reviewed and updated following consultation to reflect business needs.