Help Desk Manager

2 weeks ago

London, United Kingdom Mitie Full time

Job Description

Join us and help deliver the exceptional, every day.

Help our Mitie team deliver with Pride and Purpose.

Are you a highly skilled Helpdesk / Performance Manager poised to make a substantial impact through exceptional management and quality assurance standards? If you excel in your field and possess a fervour for leadership, facilities management, and continuous improvement, we have the ideal opportunity for you

As a vital component of our team, you will use your comprehensive knowledge and abilities to generate exceptional value for our clients and ensure the efficient operation of their facilities and helpdesk services across an extensive range of sites.

At the core of the city, you will be stationed at the client's state-of-the-art London Campus, contributing to its seamless-running environment.

Working in collaboration with a larger Integrated FM team, you will become the subject matter expert for both the client and the account team. Providing support in the contractual delivery of services, tailored requirements, and the development of performance improvement strategies, this role offers outstanding prospects. As a people manager, you will lead a helpdesk admin function, ensuring top-level delivery while adhering to set KPIs, as well as managing, monitoring, and controlling costs to achieve financial targets.

Reporting to the Account Director, your role will be instrumental in building and maintaining key stakeholder relationships. Taking on a substantial role in evaluation and performance measurement, you will demonstrate expertise in contractual compliance, governance, management information, operational finance, and reporting.

Main Duties

  • Leading the helpdesk team, ensuring efficient delivery of admin function on the account, fantastic communication, timely resolution of issues, and continuous improvement of helpdesk processes.
  • Driving customer satisfaction through providing a high performing, best-in-class helpdesk function
  • Leading and managing the ISO44001 Collaborative Business Relationship Framework commitment
  • Monitor and drive key performance indicators across all service lines, identifying any areas for improvement and implementing corrective measures accordingly.
  • Oversee and manage compliance with contractual performance and governance requirements, including service level agreements and KPIs, to ensure exceptional service delivery.
  • Collation of monthly, quarterly, and annual reporting
  • Manage the performance of all PPM and RWs across all service lines
  • Regularly review and optimise the operation of the CAFM system, ensuring accurate and up-to-date information, certification and documentation all uploaded
  • Develop and implement performance improvement strategies for various service lines to enhance productivity, quality, efficiency, and customer satisfaction.
  • Analyse service delivery data to identify trends, problems, and opportunities, sharing insights with relevant parties and implementing improvements where necessary.
  • Maintain regular communication and relationships with all stakeholders – including clients and suppliers to gather feedback, address concerns, and promote positive working partnerships.
  • Collaborate with other teams to ensure seamless integration of systems and processes across the company.
  • Keep informed on regulatory changes, best practices, and industry developments to ensure the company remains at the forefront of facilities management excellence.
  • Customer Journey Audits - Measuring Performance and reporting back to service lines

Person Specification

  • Experience in facilities management with a focus on performance management, including experience managing a helpdesk team and people.
  • Proven track record of devising and implementing performance improvement plans and monitoring their outcomes.
  • In-depth knowledge of the CAFM system, KPIs, contractual performance measures, and industry standards.
  • Exceptional leadership skills with the ability to manage, motivate, and develop high-performing teams.
  • Strong data analysis skills with a focus on translating findings into actionable insights and improvements.
  • Excellent communication and stakeholder management skills.
  • Familiarity with relevant health and safety regulations. IOSH advantageous.
  • Relevant professional qualification in facilities management or related field (e.g. BIFM, IWFM, etc.) is desirable.

Since 1987, Mitie’s 68,000 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.

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