Job Objectives and Responsibilities

Coordinate the Administration and Helpdesk teams across four site locations, ensuring all administrative activities support Mitie processes and contractual requirements.

Manage the Porter and Escort Supervisor.

Oversee day-to-day interactions between internal clients and the Helpdesk to ensure all jobs are accurately logged on Maximo and Service Level Agreements (SLAs) are achieved.

Provide strong operational support, accurate reporting, and up-to-date performance data for the FM team and the client.

Line manage the Administration and Helpdesk Operatives, ensuring best practice, high service quality, and effective management of sickness, annual leave, and workloads.

Main Duties

Helpdesk Supervision and Operations

Provide first-line supervision of the Helpdesk team and call handling, including:

Answering telephone calls and responding to enquiries.

Raising reactive work orders on Maximo, including quotations and cost estimates.

Raising and approving Purchase Orders and To Pay requests.

Coordinating subcontractor reactive works, ensuring timely attendance and closure.

Communicating effectively with Supervisors, Engineers, and Suppliers.

Delegating tasks and managing workloads within the administration team.

Subcontractor Liaison

Manage communication with subcontractors regarding:

Security clearance and access arrangements.

Reactive and quoted works.

Progress chasing, job completion, and cost reconciliation.

Reporting and Compliance

Produce and coordinate Helpdesk and contract performance reporting, including:

Ad hoc client reports as required.

SLA, PPM, and financial performance data.

Weekly and monthly operational reports.

Supporting audit requirements and preparation of relevant documentation.

Stakeholder Management

Act as a key point of contact for the Contract Management team.

Support management enquiries across allocated account portfolios.

Maintain strong working relationships with internal teams and client representatives.

 

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