Service Contract Support Lead - CAFM & Helpdesk Excellence

Mitie Group; Greater London; On-site; GBP 40,000 - 65,000; Full time

Job summary

Mitie Group is seeking a Service Contract Support Team Leader to lead and develop a team of Service Contract Support Advisors within a fast-paced Facilities Management environment. The role is office-based with set shift patterns (07:00-15:00 and 11:00-19:00) and requires strong leadership of service delivery, contract administration and customer communications.

You will oversee day-to-day service desk operations, manage reactive and planned maintenance coordination, and drive continuous

Qualifications

• Experience leading a helpdesk/service desk or customer service team.
• Experience in Facilities Management or Building Services environment.
• Strong understanding of CAFM and work order processes.

Responsibilities

• Lead and develop a team of Service Contract Support Advisors; plan rotas and performance reviews.
• Manage day-to-day helpdesk operations and ensure timely responses to requests.
• Coordinate engineers and subcontractors; ensure 24/7 coverage where required.
• Maintain CAFM work orders, asset information and contract documentation.
• Provide regular updates to stakeholders and drive continuous improvement.

Skills

Team leadership

Helpdesk leadership

CAFM systems

KPI & SLA management

Customer service

Contract administration

Data analysis

MS Office (Excel/Word/Outlook)

Tools

Maximo

Evolution

CAFM platforms

Work order mgmt

Job description

Mitie Group is seeking a Service Contract Support Team Leader to lead and develop a team of Service Contract Support Advisors within a fast-paced Facilities Management environment. The role is office-based with set shift patterns (07:00-15:00 and 11:00-19:00) and requires strong leadership of service delivery, contract administration and customer communications.

You will oversee day-to-day service desk operations, manage reactive and planned maintenance coordination, and drive continuous