Service Desk Team Leader

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.
- Service desk team leader
- Shift Service Desk Operative

**Service desk team leader**

**Job Objectives and Responsibilities**
- To ensure the effective planning of reactive tasks and the using Maximo and Click CAFM tools
- Prepare schedule to maximise utilisation for appropriately skilled engineers to achieve job SLAs each day.
- To identify areas of risk to KPIs and raise with management to take action to eliminate, reduce or transfer the risk of failing SLA's
- To carry out duties in compliance with MITIE Technical Facilities Management Ltd Policies and Procedures
- To perform tasks in a professional manner to a suitable standard to meet both Client and MITIE expectations
- Compliance with Health and Safety policy/legislation
- To ensure that so far as is reasonably practicable MTFM reacts efficiently and effectively in line with client SLA's and KPI's
- Manage the relationships for third party access sites, ensuring correct adherence to site rules and costs are monitored and escalated accordingly
- Ensure that the reactive updates are as per contract.
- Help the Service Desk Manager with Reporting.
- Report/escalate to Access Lead examples of multiple access blockers/denials
- Management and ownership of reactive tickets
- Form Part of the Service Desk Manager succession planning.
- Take the lead on RW functions set out by the Service Desk Manager.

**Main Duties**
- To complete all engineer work schedules and communicate these to the engineering teams daily, weekly, and monthly
- Effective utilisation, efficiency, and productivity of the field engineers
- Help to cover annual leave on the service desk, or any other absences
- High levels of communication with the Engineers, Supply Chain and Triage
- Excellent forward planning.
- The effective planning and utilisation using standard times and scheduling tool to aid the completion of all works within the month.
- Meeting and where possible exceeding all SLAs for Attendance and Completion.
- Regular communication with the Service Desk Manager on issues with engineers and assistance in ensuring the plan is as optimal as possible.
- Communication with the Service Desk Manager on decisions regarding subcontracting and re-allocate accordingly to the Supply Chain
- In addition to the duties and responsibilities outlined you may be required to perform other duties assigned and requested by the Service Desk Manager.
- To administer all helpdesk calls in line with site specific SLA's with the client's phone system ININ
- To escalate outstanding jobs ensuring all tasks are mitigated
- To oversee items produced in Maximo, such as the quality of narrative and accuracy of information

**Person Specification**

**Skills & Behaviours**
- Reliable and ability to get on with others, with excellent verbal reasoning skills
- Experience of daily interaction and workload management of engineers
- Co-ordination and Planning skills - excellent organisational skills and ability to prioritise workload.
- Ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties.
- Customer Care - Capable of delivering results and meeting customer expectations
- Commercially aware with a clear focus on high quality and control of cost
- Self-motivated, tenacious and result-oriented with a positive outlook
- Calm under pressure
- Assertive

**Qualifications & Experience**
- Understanding of supply chain/basic planning process (order, production, delivery)
- Microsoft Intermediate Excel skills
- Knowledge of Maximo system.
- A minimum of 2 years relevant experience in a helpdesk role, using business in-house systems together with Microsoft packages
- A knowledge of the hard services and facilities management sectors is desirable
- Educated to A Level standard or equivalent business is desirable