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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