Help Desk Team Leader – Customer Service Excellence

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance support

Choices lifestyle benefits platform

MiDeals discounts

Cycle-to-work scheme

Life cover

Enhanced pension contributions

Save-as-you-earn scheme

Mitie Matching Shares

Mitie Stars incentive

Job summary

Mitie Cleaning & Hygiene Services in Manchester is seeking a Customer Service Team Manager to lead the Help Desk within Mitie Technical Services. You will drive day-to-day operations, ensure service delivery across multiple client contracts, and maintain a high-performing team aligned with Mitie's values.

The role focuses on operational excellence, effective resource management, and coaching to deliver exceptional customer experience while meeting contractual service levels.

Qualifications

• Proven experience leading teams in a Help Desk, Service Desk, or Facilities/Technical Services environment.
• Strong ability to manage performance against KPIs and SLAs.
• Excellent customer service, communication, and stakeholder handling skills.
• Experience handling escalations and driving improvements in a fast-paced setting.

Responsibilities

• Lead and manage a team of Help Desk Advisors delivering top-tier service.
• Oversee reactive and planned work orders with accurate logging, prioritisation, dispatch, and completion.
• Monitor performance against KPIs and SLAs; take proactive action to mitigate risks.
• Act as the escalation point for customer concerns and incidents; ensure timely resolution.
• Build strong relationships with clients, engineers, and internal teams to support service excellence.
• Coach and develop team members through performance reviews and training plans.
• Drive continuous improvement and ensure governance and policy compliance.

Skills

Leadership

Customer service

KPI management

SLAs

Stakeholder management

Coaching

Problem solving

Job description

Mitie Cleaning & Hygiene Services in Manchester is seeking a Customer Service Team Manager to lead the Help Desk within Mitie Technical Services. You will drive day-to-day operations, ensure service delivery across multiple client contracts, and maintain a high-performing team aligned with Mitie's values.

The role focuses on operational excellence, effective resource management, and coaching to deliver exceptional customer experience while meeting contractual service levels.