Helpdesk Manager

LOCATION: Plymouth 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 continuityOperational 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 provided 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; Note This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business. At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right


• 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