BSOC Operations Manager
| Dyddiad hysbysebu: | 06 Ionawr 2026 |
|---|---|
| Oriau: | Llawn Amser |
| Dyddiad cau: | 05 Chwefror 2026 |
| Lleoliad: | B37 7ES |
| Cwmni: | Mitie |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 86960 |
Crynodeb
-Deputise for Head of BSOC
-Operational Management of Helpdesk, encompassing Government/Defence contracts with 100+ team members.
-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
-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.
-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.
-Creating progression paths within the department to aid the helpdesk retain talent (SME Programme)
-Dealing with Adhoc issues that arise to ensure the smooth running of the helpdesk, working environment, recruitment, management of OOHs escalations
-Point of escalation across the helpdesk for all contracts, including during a BCP event.
-Building relationships across departments in Mitie so that operational issues can be resolved efficiently.
-Supporting and inducting new members of management whilst they settle into their role as Service Delivery Manager or Team Leader
-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
-Service Delivery Management - there will be a requirement to service delivery manager a few of our contracts alongside the operations manager duties.