Helpdesk Operations Lead — CAFM & KPI Excellence

Mitie Group plc.; Enniskillen; On-site; GBP 28,000 - 40,000; Full time

Job summary

Mitie Group plc. in Enniskillen is seeking a supervising Helpdesk Manager to oversee the SWAH Helpdesk function, ensure data quality in CAFM, logging of service requests, task allocation, escalation and contract performance reporting.

You will lead two Helpdesk Assistants, ensure auditable, compliant service delivery under the PFI contract and support monthly contractual reporting with a focus on response times, resolution, and KPI performance.

Qualifications

• Experience using CAFM/work-management systems for logging, prioritising and tracking tasks.
• Background in PFI/PPP/FM or SLA-driven environments with audit trails.
• Proven ability to supervise helpdesk or admin teams and manage workloads.

Responsibilities

• Lead and manage helpdesk operations, supervising staff, rotas, workloads and performance.
• Manage CAFM systems and end-to-end task control with accurate logging and data quality.
• Monitor contract performance, response times and access requirements.
• Produce and validate operational reports, KPIs and governance-ready data.
• Drive continuous improvement across CAFM workflows and reporting processes.

Skills

CAFM systems

Helpdesk supervision

Contract reporting

KPIs & reporting

MS Office suite

Tools

MS Excel

MS Word

MS Outlook

MS Teams

SharePoint

Job description

Mitie Group plc. in Enniskillen is seeking a supervising Helpdesk Manager to oversee the SWAH Helpdesk function, ensure data quality in CAFM, logging of service requests, task allocation, escalation and contract performance reporting.

You will lead two Helpdesk Assistants, ensure auditable, compliant service delivery under the PFI contract and support monthly contractual reporting with a focus on response times, resolution, and KPI performance.