Service Desk Team Manager

On-site in Manchester·Full-time·Added yesterday (last checked 6 Nov)

Mitie

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Our summary

Work mode: On-site, Manchester
Contract: Full-time
Closing date: Apply by Sunday 6 December

Skills

Pay & benefits

What you'll get

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.

There's a place for you at Mitie, join us today!

The role

ROLE: Service Desk Team Manager
HOURS: 40hrs per week
LOCATION: 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.

What you'll do

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.

About Mitie

Mitie serves more than 3,000 customers across the public and private sectors, from banks and retailers to hospitals, schools and critical government strategic assets, and reported £5.6bn revenue in FY26 with 77,500 people.

The company takes care of its customers' people and buildings by delivering core services and deploying advanced technology, and it also publishes insights such as its Net Zero Navigator and ESG reporting, having operated at net zero for Scope 1 and 2 emissions by the end of FY25 under its Plan Zero programme.

Industry: Facilities management
Employees: 77,500
In the UK: Glasgow

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