Contact Centre Director - (HelpDesk)

Role: Contact Centre Director (Helpdesk)Location: Manchester, UKType: Inside (IR35)Key ResponsibilitiesStrategic LeadershipDevelop and deliver the overall Helpdesk strategy, aligned with client vision, values, and customer service objectives.Define and implement a clear operating model that ensures efficiency, consistency, and high-quality service delivery.Lead transformation programmes that enhance digital capability, self-service, automation, and data-led decision making.Operational ExcellenceOversee the day-to-day performance of all helpdesk operations, ensuring SLAs, KPIs, and client expectations are consistently met or exceeded.Manage the end-to-end workflow of helpdesk operations, from first contact to resolution, ensuring seamless handovers and accountability across teams.Drive continuous improvement in processes, systems, and ways of working to maximise productivity and customer satisfaction.People LeadershipLead, coach, and develop senior managers and team leaders, fostering a culture of engagement, high performance, and customer focus.Build capability across the helpdesk organisation, ensuring robust succession planning and career development opportunities.Client andamp; Stakeholder ManagementAct as the senior point of contact for escalations and strategic discussions with key clients.Partner with internal stakeholders across Operations, IT, HR, and Finance to ensure seamless service delivery.Represent Mitie Helpdesks externally, promoting our capabilities and ..... full job details .....