Helpdesk Team Manager

Job Overview

The Team Manager is responsible for leading the Mitie Helpdesk Operation, ensuring the effective and efficient delivery of creating work orders, providing accurate updates and overall customer service. The role supports the wider service strategy by driving customer service excellence, operational performance, and financial targets.

Job Title - Helpdesk Team Manager

Key Responsibilities

Team Leadership & Performance

• Manage a designated team, ensuring all duties are completed to a high standard.
• Act as a professional role model, promoting best practice and high customer service standards.
• Carry out operator quality assessments and provide coaching, feedback, training and development support.
• Identify training needs and performance improvement opportunities.
• Manage team productivity, quality, attendance, and overall performance.

Operational Delivery

• Ensure effective delivery of job creation, providing the customer with accurate updates and high standards of customer service.
• Oversee and take responsibility for all service sectors within the business area.
• Support colleagues in other service areas when required.
• Follow written and verbal instructions from Mitie management.
• Maintain compliance with assignment instructions, policies, procedures.
• Uphold the principles of Best Value in all activities.
• Complete ER tasks including absence management, investigations, disciplinaries, mediations, risk assessments and inductions.
• Assist with the recruitment process.

Customer & Stakeholder Communication

• Communicate appropriately and professionally with clients and internal stakeholders.
• Promote high levels of customer service at all times.

Rota & Resource Management

• Responsible for rota planning and holiday approvals for the team.
• Demonstrate flexibility, including working days, nights, weekends, and handling short-notice operational changes.

Health & Safety

• Ensure compliance with all Health & Safety policies and procedures.
• Promote a safe working environment and encourage adherence across the team.

Additional Duties

• Undertake tasks as required in line with management requests.

Person Specification

Essential Attributes

• Trustworthy, reliable, and punctual
• Self‑motivated with the ability to work under pressure
• Strong interpersonal and communication skills
• Effective team player
• Impressively articulated and highly professional
• Passionate, efficient, and customer focused

Qualifications & Skills

• Basic proficiency in Microsoft Word and Excel

Other

• Applicants must have a 5-year checkable history.
• You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.

Benefits

• Our market-leading offering provides you with benefits that suit your lifestyle.
• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
• We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee.
• Salary Finance also offers competitive loans.
• When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices.
• You might choose to purchase up to five extra days’ holiday each year.
• You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.
• There are many choices!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform.
• And we have a cycle-to-work scheme.
• Life cover of up to four times your salary is available.
• We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work.
• There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
• Our success is a direct result of the experience and quality of our people.
• Progressing your career is therefore a top priority for us.
• We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
• We are committed to ensuring our recruitment process is inclusive and accessible to all.
• If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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