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ROLE: Service Desk Supervisor
HOURS: 40 Hours
LOCATION: Stratford London
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 Service Desk Supervisor who will supervise and manage the Service Desk team, supporting the Service and Governance Manager, TSMs and Facilities Managers to ensure the successful delivery of service, compliance and operational excellence.
Role Responsibilities:
- Supervise and manage the first line of contact for all Service Desk calls and emails, delivering excellent customer service, while overseeing the logging, prioritising, scheduling and completion of reactive, remedial and planned preventative maintenance (PPM) work orders through the CAFM system in line with SFG20 and contractual requirements.
- Supervise and manage liaison with subcontractors, engineers, TSMs and Facilities Managers to coordinate attendance, monitor delivery against client SLAs and KPIs, maintain accurate asset data within the CAFM system, and ensure work orders are closed correctly in Maximo/Evolution with all supporting documentation uploaded to avoid KPI penalties.
- Approve Purchase Orders, manage the Approve to Pay report, oversee receipting, support supplier renewals, raise purchase orders where required, administer filing for purchase orders, quotations and work in progress (WIP), and assist with month-end activities including journals, invoicing, accruals, WIP and management information reporting.
- Produce Service Desk performance reports, update performance trackers, assist with audit documentation, filing, archiving and document control, ensure all work-related documentation is completed accurately and on time, and maintain effective communication with clients, Operations Teams and Management Teams.
- Ensure compliance with Health and Safety policies and Business Quality Management Systems, attend and cascade Team Briefs, complete all required training, develop a thorough understanding of the contract and associated documentation, and undertake additional duties in line with role capabilities as required.
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Required Qualifications:
Applicants must meet the below defined requirements for the role.
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- Previous experience within Building Services or Facilities Management in a Service Desk Supervisor or Service Desk Manager role, with strong organisational, time management and multitasking skills.
- Previous experience using Maximo, Evolution and Coupa, together with familiarity with SFG20 maintenance standards, SharePoint or similar document management systems, and a good working knowledge of Microsoft Excel, Word and PowerPoint.
- Strong customer focus, excellent communication skills, a professional and forward-thinking approach, a positive "can do" attitude, attention to detail, strong focus on SLA and KPI delivery, HR experience, and a high standard of literacy and numeracy.
What's in it for you?
- The opportunity to join a supportive team where your contribution is recognised and where you can thrive and be your best every day.
- Ongoing training and development, with opportunities to enhance your skills and progress your career within Mitie.
- The chance to work in a collaborative environment where safety, quality, customer service and operational excellence are at the heart of everything we do.
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