People Leadership
Provide visible leadership and direction to the Help Desk team.
Conduct regular one-to-one meetings, performance reviews, and coaching sessions.
Create development plans to support colleague growth, engagement, and succession planning.
Manage attendance, wellbeing, employee relations matters, and performance concerns in line with company policies.
Foster a culture of accountability, teamwork, continuous improvement, and customer focus.
Support recruitment, onboarding, and training of new team members.
Customer & Stakeholder Management
Build strong relationships with clients, operational teams, engineers, and key stakeholders.
Act as an escalation point for customer concerns, service issues, and complaints.
Ensure customer expectations are understood and effectively managed.
Support contract teams in delivering service excellence and contractual commitments.
Promote a customer-first approach across all interactions.
Performance & Reporting
Monitor and analyse operational performance against KPIs and SLAs.
Produce and present performance reports, trends, and improvement recommendations.
Manage team productivity and quality assurance activities.
Identify service risks and implement corrective actions to improve performance.
Support the delivery of contractual and business objectives through effective performance management.
Continuous Improvement
Identify opportunities to improve Help Desk processes, systems, and customer experience.
Lead and support operational improvement projects.
Promote digital solutions and process automation opportunities where appropriate.
Drive efficiencies while maintaining service quality and compliance standards.
Share best practice across the wider Technical Services Operations Centre.
Compliance & Governance
Ensure adherence to Mitie policies, contractual obligations, and regulatory requirements.
Maintain accurate records and data integrity within operational systems.
Support audit activities and implement corrective actions where required.
Ensure all activities are conducted in accordance with health, safety, and information security requirements.
Key Performance Indicators
SLA and KPI achievement.
Customer satisfaction scores.
Quality assurance results.
Employee engagement and retention.
Productivity and utilisation metrics.
Incident resolution performance.
Escalation management effectiveness.