Helpdesk Team Manager

In this role you lead the Mitie Helpdesk Operation, ensuring efficient creation of work orders and accurate customer updates. You drive service excellence, performance, and adherence to financial targets within the team. You collaborate across service areas to uphold quality and safety standards, coaching staff to improve performance. This position offers a chance to shape helpdesk delivery and support a broader service strategy while managing rostering and stakeholder communications.

• Lead and develop the helpdesk team, ensuring high-standard performance
• Coach and train staff; conduct quality assessments and provide feedback
• Manage productivity, quality, attendance, and overall team performance
• Ensure timely job creation and accurate customer updates; maintain service standards
• Oversee multiple service sectors; support colleagues as needed
• Adhere to policies, procedures, and assignment instructions; uphold Best Value
• Handle recruitment tasks and ER activities (absence management, investigations, disciplinaries, inductions)
• Plan rosters and approve holidays; manage flexible working including nights/weekends
• Promote health and safety; ensure a safe working environment
• Undertake additional duties as requested by management
• Communicate professionally with clients and internal stakeholders
• Respond to short-notice operational changes and manage resource allocation

• Trustworthy, reliable, punctual
• Self-motivated and able to work under pressure
• Strong interpersonal and communication skills
• Effective team player with professional demeanor
• Customer-focused and articulate
• Microsoft Word and Excel proficiency
• 5-year checkable history; PSNI check per BS5979 and BS7858
• Open to flexible working arrangements

• Strong interpersonal communication
• Professional demeanor
• Customer focus
• Resilience under pressure
• Microsoft Word
• Microsoft Excel