Service Desk Supervisor
| Dyddiad hysbysebu: | 12 Medi 2025 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 12 Hydref 2025 |
| Lleoliad: | G73 1AU |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 82542 |
Crynodeb
Job description
Company name:
Engineering Services
Job Title:
Service Desk Supervisor
Reporting to:
Service Desk Manager
Our values and behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
· To work alongside the Service Desk Manager to lead the service desk team
· Implement a positive health and safety culture
· To support the Service Desk Manager/Account Director and/or Service Delivery Manager(s) in establishing and maintaining an organised, structured and well managed working environment.
· Able to step in for the Service Desk Manager where required
· Manage and monitor both the Reactive and Planned administration functions ensuring all work order events are planned and completed in line with the contractual SLA/KPI's
· To drive and motivate a team that exceeds customer expectations and delivers a first class customer service.
Main duties
· Enforce Health, Safety and Environmental policies.
· To understand all of the helpdesk functions, systems and platforms used for planning and delivering all tasks
· Regularly reviewing process and work outputs to ensure expected standards are met and to encourage continuous improvement
· To manage and develop a professional and effective operational team, ensuring objectives are set and monitored
· To be able to deal with and find solutions for customer escalations
· Foster client and supplier relationships and develop a culture of trust with Internal/External clients.
· Ensure that there is a robust process in place for quoted works - issued within timelines, chased for approvals and works promptly carried out thereafter
· Ensure that all PPM and Reactive calls, SLA's and KPI's, are met for the portfolio's
· To provide management information/reporting as required.
· Analysis of management information to ensure contract performance levels are being met
· Identify blockers or challenges preventing the business for meeting the operational stats and look for solutions
· Analyse management information looking for root causes, trends and share with Directors/Managers
· Work with Account Directors, Service Delivery Managers to monitor and manage use of supplier, sub-contractor and labour costs.
· Lead by example with regards to health and safety, compliance with statutory and contractual legislative requirements.
· To understand and complete all work related documentation accurately and on time.
· To attend and fully participate in training and appraisal activities as required.
· To undertake additional duties in line with capabilities as required.
· Effectively manage and develop staff, engineers and subcontractor capabilities.
· Increase the quality of service delivery and efficiencies to drive up turnover and margin.
· Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the contract.
Person Specification
· Previous relevant experience essential - managing a busy dynamic service desk environment.
· Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
· Can demonstrate strong leadership skills and have the ability to implement structure and change.
· Able to represent Mitie effectively at both internal and external meetings and provide reports analysing the contractual performance
· Able to motivate and manage a team effectively.
· Seeks out and takes opportunities to learn new skills as part of personal professional development.
· Leads by example in all role activities.
· Generating creative solutions to work situations; trying different and novel ways to deal with organisational problems and opportunities.
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
· We treat all colleagues with respect
· We challenge people when they don't do the right thing
· We welcome advice from anyone that might improve what we do
· We are open and honest
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie
· We share information to help colleagues succeed
· We build great relationships
· Our first response to requests will always be positive
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop
· We lead by example
· We set clear expectations
· We listen to and learn from others
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
· We do good things for each other, the environment and the community
· We appreciate diversity and encourage it
· We demonstrate team spirit
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things
· We are willing to try new things
· We encourage and support innovation
· We consider things from other peoples' points of view
· We embrace new thinking and technologies
· We build health & safety into everything we do
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;
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.
Company name:
Engineering Services
Job Title:
Service Desk Supervisor
Reporting to:
Service Desk Manager
Our values and behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional know how which is why our Job Descriptions are written with these in mind.
Job objectives and responsibilities
· To work alongside the Service Desk Manager to lead the service desk team
· Implement a positive health and safety culture
· To support the Service Desk Manager/Account Director and/or Service Delivery Manager(s) in establishing and maintaining an organised, structured and well managed working environment.
· Able to step in for the Service Desk Manager where required
· Manage and monitor both the Reactive and Planned administration functions ensuring all work order events are planned and completed in line with the contractual SLA/KPI's
· To drive and motivate a team that exceeds customer expectations and delivers a first class customer service.
Main duties
· Enforce Health, Safety and Environmental policies.
· To understand all of the helpdesk functions, systems and platforms used for planning and delivering all tasks
· Regularly reviewing process and work outputs to ensure expected standards are met and to encourage continuous improvement
· To manage and develop a professional and effective operational team, ensuring objectives are set and monitored
· To be able to deal with and find solutions for customer escalations
· Foster client and supplier relationships and develop a culture of trust with Internal/External clients.
· Ensure that there is a robust process in place for quoted works - issued within timelines, chased for approvals and works promptly carried out thereafter
· Ensure that all PPM and Reactive calls, SLA's and KPI's, are met for the portfolio's
· To provide management information/reporting as required.
· Analysis of management information to ensure contract performance levels are being met
· Identify blockers or challenges preventing the business for meeting the operational stats and look for solutions
· Analyse management information looking for root causes, trends and share with Directors/Managers
· Work with Account Directors, Service Delivery Managers to monitor and manage use of supplier, sub-contractor and labour costs.
· Lead by example with regards to health and safety, compliance with statutory and contractual legislative requirements.
· To understand and complete all work related documentation accurately and on time.
· To attend and fully participate in training and appraisal activities as required.
· To undertake additional duties in line with capabilities as required.
· Effectively manage and develop staff, engineers and subcontractor capabilities.
· Increase the quality of service delivery and efficiencies to drive up turnover and margin.
· Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the contract.
Person Specification
· Previous relevant experience essential - managing a busy dynamic service desk environment.
· Can demonstrate knowledge and understanding of Health, Safety, Environment and Quality systems and the management of safe systems of work associated with the role and work environment.
· Can demonstrate strong leadership skills and have the ability to implement structure and change.
· Able to represent Mitie effectively at both internal and external meetings and provide reports analysing the contractual performance
· Able to motivate and manage a team effectively.
· Seeks out and takes opportunities to learn new skills as part of personal professional development.
· Leads by example in all role activities.
· Generating creative solutions to work situations; trying different and novel ways to deal with organisational problems and opportunities.
Working within the Mitie values and behaviours
People Mitie is a people business. It's our people, and their drive to do their jobs to the best of their ability that makes us different.
Trustworthy -
We do what we say we will
How we behave…
· We treat all colleagues with respect
· We challenge people when they don't do the right thing
· We welcome advice from anyone that might improve what we do
· We are open and honest
· We think safety and always follow rules for safe working
Helpful -
We go out of our way to make a difference
How we behave…
· We work with each other to achieve the best for clients and for Mitie
· We share information to help colleagues succeed
· We build great relationships
· Our first response to requests will always be positive
· We look out for each other, never walking by unsafe actions or situations
Inspiring -
We help others to be the best they can be
How we behave…
· We support and encourage each other to develop
· We lead by example
· We set clear expectations
· We listen to and learn from others
· We learn from mistakes and incidents to prevent recurrence
Passion Take our people, add their passion, and you get something really special.
Spirited -
We give it everything we've got
How we behave…
· We do good things for each other, the environment and the community
· We appreciate diversity and encourage it
· We demonstrate team spirit
· We are committed to doing things better and setting new standards in all that we do
· We take pride in what we do and have fun doing it
· We celebrate success and say thank you
Fresh thinking We want our people to find inspiration from skill development and career progression, and enjoy respect and recognition for a job well done.
Pioneering -
We do things that excite and amaze
How we behave…
· We bring new ideas to the way we do things
· We are willing to try new things
· We encourage and support innovation
· We consider things from other peoples' points of view
· We embrace new thinking and technologies
· We build health & safety into everything we do
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;
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.