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.
  
  Knowledge, Skills & Experience Essential Previous experience leading a helpdesk, service desk or customer service team. Experience within Facilities Management, Contract Support or Building Services environments. Strong understanding of CAFM systems and work order management processes. Excellent customer service and stakeholder management skills. Strong organisational and workload prioritisation skills. Experience managing KPI and SLA driven services. Strong communication and leadership abilities. High level of competency in Microsoft Excel, Word, Outlook and PowerPoint. Ability to analyse operational data and produce management information reports. Experience managing subcontractors and service delivery processes. Desirable Experience with Maximo, Evolution or similar CAFM platforms. Knowledge of Planned Preventative Maintenance programmes. Facilities Management qualifications. IOSH or Health & Safety qualification.
Understanding of SFG20.
• Experience supporting large public sector or transport contracts. Knowledge of Workplace+.
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.