Helpdesk Assistant Team Leader, Dublin

Who is Mitie?

Mitie provides a wide range of facilities management (FM) services across Ireland, Europe, and the UK. These are delivered as integrated FM contracts, in bundles or as single services, depending on client requirements. Our service areas include technical services, energy and building services, cleaning, security, front of house and consultancy.

We work with a wide range of private and public clients to create great work environments which resulted in Mitie winning 3 awards in the 2022 Facilities Management Awards, including Total FM Service Provider for the second year in a row.

Mitie have been awarded the IBEC KeepWell Mark in 2021, 2023 and 2025 for our commitment to employee wellbeing and we have also been named in the Top 100 Employers for Wellbeing in Ireland for two years in a row. We are proud of our diverse workforce and like to recognise our people through various reward and recognition schemes, as well as through learning and development.

Our premise is simple: the exceptional, every day.

Key Responsibilities:

Maintenance Planning & Work Order Management

• Manage and maintain reactive and planned preventative maintenance (PPM) schedules through CAFM systems such as Maximo and Click.
• Coordinate maintenance activities in line with asset requirements, statutory obligations, and operational needs.
• Assign, track, and monitor reactive and planned maintenance work orders to internal teams and subcontractors.
• Ensure works are completed within agreed timescales, escalating delays and issues where required.
• Review remedial works, generate work orders, and coordinate follow-up actions to completion.
• Organise and participate in regular contractor review meetings to discuss performance, outstanding actions, and upcoming works.

Helpdesk Operations & Team Leadership

• Support the Helpdesk Manager to oversee daily helpdesk operations, ensuring service delivery meets agreed KPIs, SLAs, and contractual requirements.
• Support the Helpdesk Manager with providing guidance, coaching, and support to drive service excellence and customer satisfaction.
• Assist with onboarding, induction, training, and cross-training of team members to maintain operational resilience.
• Provide cover for the Helpdesk Manager during periods of absence, ensuring continuity of service and decision-making.
• Promote a positive, collaborative, and customer-focused team culture.

Contractor & Supplier Management

• Liaise with contractors, suppliers, operational teams, and clients to support effective service delivery.
• Review contractor quotations, remedial recommendations, RAMS, permits, and associated documentation.
• Monitor contractor performance, ensuring compliance with service standards, safety requirements, and contractual obligations.
• Coordinate contractor access, sign-in processes, and site activities in conjunction with Health & Safety requirements.
• Ensure all service reports, certifications, and compliance documentation are obtained and accurately recorded.

Compliance & Asset Management

• Support compliance with statutory maintenance requirements, including fire systems, HVAC, lifts, and other critical assets.
• Maintain accurate asset registers and ensure maintenance frequencies are aligned with operational and regulatory requirements.
• Ensure all maintenance records, permits, certificates, audit documentation, and compliance reports are maintained and readily accessible.
• Conduct site inspections, building walks, and audits, escalating any defects, risks, or compliance concerns.

Systems, Reporting & Continuous Improvement

• Maintain accurate records within CAFM systems and ensure all maintenance activities are correctly logged and updated.
• Monitor system performance, investigate errors, and implement corrective actions where required.
• Generate and maintain operational reports, PPM trackers, contractor performance reports, and management information.
• Analyse trends, identify service improvement opportunities, and contribute to process optimisation initiatives.
• Support the implementation and testing of new systems, technologies, automation tools, and service enhancements.

About You

• 2-4 years' experience within a Facilities Management, Helpdesk, Service Desk, or Maintenance Coordination environment.
• Experience coordinating reactive and planned maintenance activities within a technical FM setting.
• Strong understanding of contractor management, compliance requirements, health & safety processes, and service delivery standards.
• Experience monitoring KPIs, SLAs, operational performance metrics, and reporting.
• Familiarity with CAFM systems such as Maximo, Click, Mosaic, or similar scheduling platforms.
• Excellent organisational, administrative, and problem-solving skills with strong attention to detail.
• Strong communication and stakeholder management skills, with the ability to build effective working relationships across all levels.
• Proficient in Microsoft Office applications.
• Customer-focused, proactive, and able to work effectively in a fast-paced environment.
• Positive, flexible, and collaborative team player with the ability to motivate and support colleagues.

      You're someone who balances productivity with a sense of fun, helping to create an atmosphere where people enjoy coming to work. 

Company Benefits:

         22 days annual leave

         Annual leave purchase scheme (buy up to 5 extra days of annual leave per year)

         Free virtual GP service

         Access to our Employee Assistance Programme (EAP)

         Mi Recognition (Thanking employees for a job well done ranging from €25 - €250)

         Talent Referral Scheme (Earn €100 - €3000 for referring a friend to Mitie)

         Long service awards (Ranging from €50-€300)

         Mi Deals (Fantastic savings at high street stores)

         A non-contributory life assurance scheme ( 4 times salary)

         Bike2Work Scheme

         Tax Saver Scheme

         Educational Support

         Learning & development (access to 200 courses on our L&D platform)

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. It does not attempt to detail every activity, and should be utilised as a general guide, detailing the minimum requirements and responsibilities of the position. Specific tasks and objectives will be agreed with the post holder following the appraisal process and on an as and when required basis throughout the post holder's period of employment.

Mitie is an equal opportunity employer