Performance & Helpdesk Manager

at  Mitie Group plc

Since 1987, Mitie’s 68,000 employees, have been serving companies and communities across the world. We’re the UK’s leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we’re very proud of this. Join us and together there’s no limit to what we can achieve.
Mitie is seeking a skilled Performance and Helpdesk Manager to oversee helpdesk operations, manage performance reporting, and lead compliance, stores, and asset management, including from an Estate-Specific Task Schedule (ESTS) perspective. The successful candidate will play a critical role in ensuring efficient service delivery, compliance with regulatory standards, and effective management of stores and assets to support ongoing operations.

Key Responsibilities:

• Helpdesk Operations: Lead the helpdesk team to ensure efficient service request resolution and performance monitoring.
• Performance Reporting & Data Control: Manage all performance reporting and utilise data analytics for insights.
• Compliance & Risk Mitigation: Ensure compliance with health, safety, and regulatory standards.
• Stores Management: Oversee inventory management and collaborate with procurement for cost-effective stock handling.
• Asset Management (ESTS): Manage asset lifecycle and preventative maintenance as per ESTS requirements.
• Team Leadership & Core Team Management: Lead the core team to align with operational goals and promote professional development.
• Client & Stakeholder Engagement: Build relationships with clients, ensuring clear communication and performance reporting.
• Process Improvement & Efficiency: Enhance helpdesk, reporting, and asset management processes for operational efficiency.

Qualifications & Skills Required:

• Proven helpdesk management experience.
• Strong knowledge of asset management and PPM schedules.
• Proficiency in stores management and inventory control.
• Excellent data analysis and reporting skills.
• Strong leadership and communication abilities.

Benefits:

• Competitive salary and benefits package.
• Company Car
• 25 days of holiday plus bank holidays.
• Career development opportunities in facilities management.

• Helpdesk Operations: Lead the helpdesk team to ensure efficient service request resolution and performance monitoring.
• Performance Reporting & Data Control: Manage all performance reporting and utilise data analytics for insights.
• Compliance & Risk Mitigation: Ensure compliance with health, safety, and regulatory standards.
• Stores Management: Oversee inventory management and collaborate with procurement for cost-effective stock handling.
• Asset Management (ESTS): Manage asset lifecycle and preventative maintenance as per ESTS requirements.
• Team Leadership & Core Team Management: Lead the core team to align with operational goals and promote professional development.
• Client & Stakeholder Engagement: Build relationships with clients, ensuring clear communication and performance reporting.
• Process Improvement & Efficiency: Enhance helpdesk, reporting, and asset management processes for operational efficiency