At a Glance
- Tasks: Lead a dynamic 24/7 helpdesk team and ensure top-notch service delivery.
- Company: Join a forward-thinking company focused on customer satisfaction and team empowerment.
- Benefits: Enjoy competitive pay, career growth opportunities, and a supportive work environment.
- Other info: Be part of a culture that values creativity, development, and strong communication.
- Why this job: Make a real impact by driving service improvements and leading a talented team.
- Qualifications: Proven leadership skills and experience in managing helpdesk operations.
The predicted salary is between 35000 - 45000 £ per year.
LOCATION: Plymouth
Full time - 40 hours per week
Main Duties
- Helpdesk Operations & Team Leadership: Lead and manage a 24/7 FM helpdesk, ensuring all service requests are handled efficiently in line with SLAs while developing a high‑performing, customer‑focused team.
- CAFM (Maximo) System Ownership: Maintain full oversight of Maximo, ensuring accurate logging, tracking, and completion of work orders with robust, audit‑ready data.
- KPI & Performance Management: Monitor, report, and drive performance against contractual KPIs, proactively addressing risks to ensure full SLA compliance and customer satisfaction.
- Statutory Compliance & Audit Readiness: Ensure all PPM tasks and compliance documentation are completed, captured, and readily available for audits and inspections.
- Stakeholder Engagement: Act as the primary point of contact for DIO, SPV, and internal teams, providing clear communication on service performance, incidents, and escalations.
- Continuous Improvement & Transition Management: Drive service improvements, support system upgrades, and lead PFI contract transition, ensuring seamless data and service continuity.
- Operational Support & Coordination: Oversee procurement onboarding, minor works delivery, equipment logistics, clinical waste compliance, and accommodation provisioning activities.
Skills and Personal Qualities
- Leadership & Initiative: Self‑driven and assertive, with the ability to quickly take ownership, interpret business needs, and drive results.
- Team & Culture Development: Strong people leader who promotes empowerment, creativity, talent development, and succession planning.
- Stakeholder Engagement: Excellent at building relationships, influencing diverse audiences, and engaging effectively at all levels.
- Communication & Negotiation: Highly effective communicator and presenter with strong negotiation skills backed by sound operational knowledge.
- Professional Drive & Technical Skills: Passionate and results‑focused, with solid Microsoft Office and IT proficiency to support business delivery.
Health and Safety Responsibilities
- Follow Group and company policies and procedures at all times.
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment.
- Use all work equipment and personal PPE properly and in accordance with training received.
- Report any issues or training needs to your Line manager and/or via your divisional incident reporting system.
Information Security
- Ensure compliance with Mitie’s information security procedures in all activities.
- Proactively identify and report security risks to your manager.
- Report actual and suspected security incidents.
Helpdesk Manager in Plymouth employer: Mitie Group plc.
As a Helpdesk Manager in Plymouth, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our company fosters a culture of empowerment and creativity, offering continuous improvement opportunities and a commitment to excellence in service delivery. With a focus on teamwork and strong stakeholder engagement, we ensure that our employees are equipped with the tools and skills necessary to succeed while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager in Plymouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Manager in Plymouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group plc.:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group plc.!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
