Service Desk Team Manager: Drive Excellence & KPIs

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

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.