Service Desk Scheduling Lead – Drive Customer Excellence

Mitie Group; Manchester; On-site; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Comprehensive employee benefits

Job summary

Mitie Group in Manchester (Wythenshawe) seeks a proactive Scheduling Manager to lead and develop the Scheduling team, ensuring service compliance and outstanding customer experiences.

You will coach the team, manage SLA/KPI performance, and drive continuous improvement while collaborating with stakeholders and leveraging CAFM systems like Maximo. This role offers career progression within a market-leading organisation and a supportive environment.

Qualifications

• Proven leadership in scheduling/servicedesk roles.
• Strong knowledge of SLA/KPI frameworks and performance management.
• Experience with CAFM systems (Maximo) and contract-based operations.

Responsibilities

• Lead, coach and develop the Scheduling team to deliver customer-focused service.
• Ensure scheduling activities align with service desk procedures and SLAs.
• Monitor performance data to meet or exceed KPIs and commitments.
• Manage attendance, conduct and capability with appropriate actions.
• Drive continuous improvement through coaching and team development.

Skills

Leadership

Scheduling management

Performance management

Stakeholder management

Customer service orientation

Analytical skills

Tools

Maximo

CAFM systems

Job description

Mitie Group in Manchester (Wythenshawe) seeks a proactive Scheduling Manager to lead and develop the Scheduling team, ensuring service compliance and outstanding customer experiences.

You will coach the team, manage SLA/KPI performance, and drive continuous improvement while collaborating with stakeholders and leveraging CAFM systems like Maximo. This role offers career progression within a market-leading organisation and a supportive environment.