Team Leader

Mitie; Manchester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A facilities management company in Manchester seeks a Helpdesk Manager to lead a team in delivering excellent service while maintaining contract SLAs. The ideal candidate will possess strong leadership skills and experience in hard services maintenance. You will ensure team development and manage workflows effectively. This role offers a competitive salary and benefits, emphasizing both office and flexible working arrangements.

Benefits

Competitive salary

Excellent benefits

Qualifications

• Previous experience in a similar role.
• Experience managing and motivating others.
• Ability to develop and maintain positive relationships.

Responsibilities

• Lead the Helpdesk in delivering contract SLAs.
• Manage and develop a team to satisfy their role requirements.
• Responsible for the management of PPM work orders.

Skills

Leadership

People management

Communication skills

Issue management

PPM system experience

Job description

We have an exciting opportunity to join our team to work in our spacious modern offices. You will join us on a full time, permanent basis and in return, you will receive a competitive salary, plus excellent benefits. This is predominantly an office-based role with the flexibility to work from home where applicable.

You will be reporting to the Service Delivery Manager. The role will be to lead the Helpdesk in delivery and maintaining/bettering contract SLA's, whilst ensuring the team remained focused on their targets and developing to success. The ideal candidate will be a strong leader with a good knowledge of hard services maintenance and HR process.

Responsibilities

• To provide robust and effective people and team management to enable their team to meet and exceed targets and expectations.
• To manage, lead and develop a team to ensure that they satisfy the requirements of their role.
• Responsible for the issue of PPM work orders and monitor the completion of all PPM work orders against contract SLA's.
• Responsible for managing the collation and processing of engineer and subcontractor paperwork in line with contract and audit requirements.
• Responsible for effective workflow and administration of remedial actions and immediate business critical works.
• Management of supply chain to ensure tasks are being delivered to SFG20 and NEC3 guidelines.
• Commercial and financial awareness of contract, responsible for purchase orders raised by team.
• To manage complaints and breached work orders to completion, application of mitigations.
• Assist with commercial mitigations and annual forecast planning on PPM schedule.
• Attend stakeholder meetings or conference calls when required.
• Responsible for ongoing training, coaching and driving processes alongside the management team.
• Responsible for collating defects and owning the remedial workflow.
• Supply chain management and reporting.
• Responsible for the recruitment and HR welfare of the team.
• Any other delegated responsibilities specified by the PPM Service Delivery Manager.

What we are looking for

• Previous experience in a similar role.
• FM experience (preferred but not essential).
• Experience managing and motivating others to enable them to succeed.
• Experience mentoring, coaching and performance managing others.
• The ability to set, agree, and monitor, objectives and targets.
• The ability to develop and maintain positive relationships with peers, clients and third parties.
• A methodical approach to issue and escalation management and the ability to analyse and report on such effectively.
• Good communication skills enabling communication concisely but effectively with others.
• Experience working with multiple, often complex, IT systems and processes.
• The ability to make effective and balanced decisions based on information available at the time.
• Extensive experience working with a PPM system.