Helpdesk Manager

Location

Plymouth

Employment Type

Full time – 40 hours per week

Main Duties

• Helpdesk Operations & Team Leadership: Lead and manage a 24/7 FM helpdesk, ensuring all service requests are handled efficiently in line with SLAs while developing a high‑performing, customer‑focused team.
• CAFM (Maximo) System Ownership: Maintain full oversight of Maximo, ensuring accurate logging, tracking, and completion of work orders with robust, audit‑ready data.
• KPI & Performance Management: Monitor, report, and drive performance against contractual KPIs, proactively addressing risks to ensure full SLA compliance and customer satisfaction.
• Statutory Compliance & Audit Readiness: Ensure all PPM tasks and compliance documentation are completed, captured, and readily available for audits and inspections.
• Stakeholder Engagement: Act as the primary point of contact for DIO, SPV, and internal teams, providing clear communication on service performance, incidents, and escalations.
• Continuous Improvement & Transition Management: Drive service improvements, support system upgrades, and lead PFI contract transition, ensuring seamless data and service continuity.
• Operational Support & Coordination: Oversee procurement onboarding, minor works delivery, equipment logistics, clinical waste compliance, and accommodation provisioning activities.

Skills And Personal Qualities

• Leadership & Initiative: Self‑driven and assertive, with the ability to quickly take ownership, interpret business needs, and drive results.
• Team & Culture Development: Strong people leader who promotes empowerment, creativity, talent development, and succession planning.
• Stakeholder Engagement: Excellent at building relationships, influencing diverse audiences, and engaging effectively at all levels.
• Communication & Negotiation: Highly effective communicator and presenter with strong negotiation skills backed by sound operational knowledge.
• Professional Drive & Technical Skills: Passionate and results‑focused, with solid Microsoft Office and IT proficiency to support business delivery.

Health and Safety Responsibilities

• Follow group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment that may result in failure of service delivery or risk to health and safety or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your line manager and/or via your divisional incident reporting system.

Information Security

• Ensure compliance with Mitie’s information security procedures in all activities.
• Proactively identify and report security risks to your manager.
• Report actual and suspected security incidents.

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