Service Desk Team Manager

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.

Role Responsibilities

• 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.

What's in it for you?

• 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!