Better places, thriving communities.
1. Deputise for Head of BSOC
2. Operational Management of Helpdesk, encompassing Government/Defence contracts with + team members.
3. Leading change across the department to continually improve the service offered so we remain market leading. Process improvements Development of MI reporting Training and Induction Upskilling/Cross Training Quality Monitoring
4. Monitoring HR/ER cases and supporting managers to ensure correct processes and timelines are followed, including but not inclusive of absence management, performance management and conduct issues.
5. Working closely with real time team to ensure correct staffing levels across the helpdesk and the systems provided to the team to aid the management of the contracts is used correctly and effectively.
6. Creating progression paths within the department to aid the helpdesk retain talent (SME Programme)
7. Dealing with Adhoc issues that arise to ensure the smooth running of the helpdesk, working environment, recruitment, management of OOHs escalations
8. Point of escalation across the helpdesk for all contracts, including during a BCP event.
9. Building relationships across departments in Mitie so that operational issues can be resolved efficiently.
10. Supporting and inducting new members of management whilst they settle into their role as Service Delivery Manager or Team Leader
11. Mobilisation of new contracts Working with the contract involved in the mobilisation to ensure it is running to plan Ensuring the team have all the information they require whilst ensuring to minimise impact on the rest of the helpdesk. Building relationships with new client to ease transition into helpdesk and work through the transition period together
12. Service Delivery Management – there will be a requirement to service delivery manager a few of our contracts alongside the operations manager duties.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Cory Ambler at .