Help Desk Team Lead - Customer Experience & Ops

Mitie Group; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

Mitie Group plc is seeking a Customer Service Team Manager to lead the Help Desk within the Technical Services division. You will oversee day-to-day operations, ensure incident and maintenance requests are managed efficiently, and drive performance against contractual SLAs across multiple client contracts.

You will build a high-performing team, coach staff, manage escalations, and foster a customer-centric culture while embedding governance and Mitie's values across the operation.

Qualifications

• Experience managing teams within a Help Desk or Service Desk environment.
• Proven ability to lead, motivate, and develop operational teams.
• Strong understanding of customer service and service delivery principles.
• Experience managing performance against KPIs and SLAs.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and manage a team of Help Desk Advisors to deliver service to internal and external customers.
• Ensure reactive and planned work orders are logged, dispatched, and completed.
• Monitor service levels and performance; address risks.
• Provide leadership, coaching, and development plans.
• Build relationships with clients and internal teams.
• Support continuity, governance, and compliance.

Skills

Team leadership

Customer service

Stakeholder management

KPI management

Problem solving

Communication skills

Decision making

Team motivation

Fast-paced environment

Education

ILM Leadership qualification

Tools

Concept CAFM

Maximo

SAP

ServiceNow

Other CAFM systems

Job description

Mitie Group plc is seeking a Customer Service Team Manager to lead the Help Desk within the Technical Services division. You will oversee day-to-day operations, ensure incident and maintenance requests are managed efficiently, and drive performance against contractual SLAs across multiple client contracts.

You will build a high-performing team, coach staff, manage escalations, and foster a customer-centric culture while embedding governance and Mitie's values across the operation.