Service Contract Support Team Leader

Job Title: Service Contract Support Team Leader
Reports To: Service Delivery Manager
Direct Reports: Service Contract Support Advisors
Location Type: Office Based (07:00-15:00 and 11:00-19:00)
Grade: M6

Role Purpose
The Service Contract Support Team Leader is responsible for leading, motivating and
developing a team of Service Contract Support Advisors within a fast-paced Facilities
Management environment. The role combines operational helpdesk leadership with
contract support, CAFM administration, customer service excellence and commercial
awareness to ensure delivery of contractual obligations, service levels and customer
expectations.
The post holder will oversee day-to-day service desk operations, ensuring the effective
management of reactive and planned maintenance activities, contractor coordination,
customer communications, and contract administration while driving continuous
improvement, team performance and service excellence.

Key Responsibilities Leadership & Team Management

• Lead, motivate, coach and develop a team of Service Contract Support Advisors.
• Plan and organise team rotas to provide effective operational coverage.
• Ensure workloads are distributed fairly and efficiently across the team.
• Conduct performance reviews, coaching sessions and quality assessments.
• Monitor attendance, productivity and performance against KPIs and SLAs.
• Support recruitment, induction, training and ongoing development activities.
• Create a positive, high-performing and customer-focused culture.
• Ensure all employees have the required training, tools and resources to perform
  effectively. '

Helpdesk & Service Desk Operations

• Manage the day-to-day running of the helpdesk service.
• Ensure all calls, emails and customer requests are responded to professionally
  and within agreed timescales.
• Act as an escalation point for complex service issues and customer complaints.
• Monitor service requests from receipt through to completion.
• Ensure all reactive maintenance requests are logged, prioritised, assigned and
  completed within contractual timescales.
• Coordinate engineer and subcontractor attendance.
• Ensure effective shift handovers and communication between operational
  teams.
• Support delivery of a 24/7 operational environment where required.

CAFM & Contract Administration

• Manage and maintain CAFM systems including work order management and
  asset information.
• Oversee the creation and scheduling of Planned Preventative Maintenance (PPM)
  work orders.
• Ensure all work orders are accurately managed, updated and closed.
• Maintain contract documentation, records and filing systems.
• Produce contractual reports, management information and performance data.
• Support audit activities and ensure compliance with document control
  requirements.
• Maintain high levels of data accuracy and integrity across all systems.

Customer & Stakeholder Management

• Develop and maintain positive working relationships with clients, suppliers and
  internal stakeholders.
• Ensure all customer interactions are handled professionally and effectively.
• Take ownership of service issues to achieve satisfactory resolution.
• Provide regular communication and updates to stakeholders.
• Support the strengthening of client relationships through excellent service
  delivery.
• Promote a collaborative approach across all operational activities.

Commercial & Financial Responsibilities

• Ensure purchase orders are raised and approved in accordance with company
  procedures.
• Monitor contractor costs and purchasing activities.
• Support quotation management and subcontractor administration.
• Maintain awareness of contract performance and commercial obligations.
• Assist with monthly reporting, invoicing, accruals and financial administration.
• Identify opportunities for efficiency improvements and cost savings.

Performance & Continuous Improvement

• Analyse management information and operational data to identify trends and
  improvement opportunities.
• Monitor engineer attendance and work order completion performance.
• Track SLA and KPI performance and implement corrective actions where
  required.
• Lead service improvement initiatives to enhance customer experience and
  operational efficiency.
• Ensure compliance with contractual requirements and quality standards.

Business Continuity, Sustainability & Compliance

• Support business continuity planning and incident response activities.
• Understand and implement local business continuity procedures.
• Participate in social value, sustainability and environmental initiatives.
• Support Mitie's sustainability objectives and continuous improvement
  programmes.
• Ensure compliance with all company policies, procedures and contractual
  requirements.

Personal Attributes

• Customer-focused and service-driven.
• Strong people leadership skills.
• Resilient and calm under pressure.
• Positive and proactive approach.
• Strong problem-solving capability.
• Commercially aware and detail-orientated.
• Ability to influence and motivate others.
• Professional, collaborative and solutions-focused.
• Commitment to continuous improvement and operational excellence.

Health, Safety & Information Security

• Follow all Mitie Health & Safety policies and procedures.
• Report hazards, incidents, unsafe conditions and training requirements.
• Ensure all employees comply with safe systems of work.
• Promote a positive safety culture across the team.
• Comply with all information security procedures and requirements.
• Report security risks and incidents appropriately.
• Protect confidential client and company information.

Mitie Values
Excel
Deliver exceptional service through professionalism, accountability and teamwork.
Inspire
Lead, coach and develop colleagues to achieve their full potential.
Challenge
Drive continuous improvement, innovation and operational excellence.