Scheduling Team Lead: Service Desk Excellence & Growth

Mitie; Wythenshawe; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Employee benefits package

Job summary

Mitie is seeking a proactive Scheduling Manager to lead and develop the Scheduling team, driving operational excellence and outstanding customer experiences at a market-leading facilities management company.

You will coach and manage a high-performing team, ensure strict adherence to service desk processes and SLAs, and use data to drive improvements and customer satisfaction across multiple contracts.

Qualifications

• Experience leading scheduling, planning or service desk teams in fast-paced environments.
• Strong understanding of SLA, KPI, compliance and performance management.
• Experience using Maximo or similar CAFM system.
• Commercial awareness in contract-based facilities management.
• Excellent communication and stakeholder management with a customer-first mindset.

Responsibilities

• Lead, coach and develop the Scheduling team to drive customer service excellence.
• Ensure scheduling activities and task management align with service desk procedures.
• Monitor and analyse performance data to meet or exceed SLAs and KPIs.
• Manage employee performance, attendance, conduct and capability.
• Drive continuous improvement through coaching and team development.

Skills

Scheduling leadership

Service desk experience

SLA/KPI knowledge

Stakeholder management

Communication skills

Tools

Maximo

Job description

Mitie is seeking a proactive Scheduling Manager to lead and develop the Scheduling team, driving operational excellence and outstanding customer experiences at a market-leading facilities management company.

You will coach and manage a high-performing team, ensure strict adherence to service desk processes and SLAs, and use data to drive improvements and customer satisfaction across multiple contracts.