Service Desk Team Manager

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

Virtual GP access

Salary Finance scheme

Choices lifestyle benefits platform

MiDeals discounts

Cycle-to-work scheme

Life cover

Job summary

Mitie is hiring a Service Desk Team Manager in Manchester to lead and shape the Scheduling team, ensuring operational excellence and outstanding customer service. The role focuses on coaching, performance management, and data-driven improvements to meet SLAs and KPIs.

You will work in a fast-paced facilities management environment, leveraging CAFM tools and strong stakeholder communication to deliver value to clients and internal teams.

Qualifications

• Experience leading scheduling or service desk teams in a fast-paced setting.
• Strong knowledge of SLA, KPI, compliance and performance management.
• Experience using Maximo or similar CAFM system.

Responsibilities

• Lead, coach and develop the Scheduling team to deliver customer service excellence.
• Ensure scheduling activities align with service desk procedures and are efficient.
• Monitor performance data to meet or exceed SLAs and KPIs.
• Manage staff performance, attendance and conduct with appropriate action.
• Drive continuous improvement through coaching and team development.

Skills

Leadership of scheduling/service desk

SLA/KPI/performance management

Maximo / CAFM experience

Facilities/operational contract work

Stakeholder management / communication

Tools

Maximo CAFM

Job description

Better places, thriving communities.

Service Desk Team Manager

40hrs per week

Wythenshawe, Manchester

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a proactive and customer-focused Scheduling Manager to lead and develop our Scheduling team, ensuring operational excellence, service compliance, and the delivery of outstanding customer experiences.

Role Responsibilities

• Lead, coach and develop the Scheduling team, creating a high-performance culture focused on customer service excellence.
• Ensure all scheduling activities and task management processes are completed accurately, efficiently, and in line with service desk procedures.
• Monitor and analyse operational performance data to ensure SLAs, KPIs, and service commitments are consistently achieved or exceeded.
• Manage employee performance, attendance, conduct, and capability, taking appropriate action where required.
• Drive continuous improvement initiatives through effective performance management, coaching, and team development.

Required Qualifications

• Previous experience leading or managing scheduling, planning, or service desk teams within a fast-paced operational environment.
• Strong understanding of SLA, KPI, compliance, and performance management frameworks.
• Experience using Maximo or a similar CAFM (Computer Aided Facilities Management) system.
• Commercial awareness with experience working within a contract-based operational or facilities management environment.
• Excellent communication, organisational, and stakeholder management skills with a customer-first mindset.

What's in it for you?

• The opportunity to lead and shape a key operational team within a market-leading organisation.
• Ongoing development and career progression opportunities.
• A collaborative and supportive working environment focused on continuous improvement.
• The chance to make a direct impact on customer satisfaction and operational performance.
• Access to Mitie’s comprehensive employee benefits package.

Our market-leading offering provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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