Helpdesk Team Manager

Job Title - 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.

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.

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