Job Description

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JUL20230770

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Service Desk Manager
Reference: JUL20230770
Expiry date: 2023-08-25 17:30:00.000
Location: Stoke on Trent
Salary: Competitive
Benefits: Company shares and pension

Bouygues Energies & Services has a new opportunity for a Service Desk Manager to join our national alarm recieving centre in Stoke-on-Trent. This is a business critical function supporting our Facilities Management business across the UK.

Working in partnership with our clients, we provide bespoke facilities management and energy services across the built environment.

Whether creating modern and imaginative workspaces, enhancing carbon and green performance, or delivering high quality facility services, we will bring our imagination, energy and technologies to deliver a unique client experience that creates tangible value and benefit to your organisation, your employees and your customers.

Key activities:

• Be accountable for the delivery of the Helpdesk in accordance with business / client requirements. Including quality, financial consideration, effective administration and compliance.
• To act as the main point of escalation for any issues, complaints or concerns that arise within the service or from the client being the main point of liaison.
• To be responsible for development/improvement and tracking of relevant Key Performance Indicators and reinforcing the importance to reporting teams.
• The role must lead and manage customer contact, to ensure that the highest impressions of quality, customer care, pro-activity and professionalism to our customer/clients and staff
• Management and administration of on-site company I.T. Systems to ensure that the systems are kept up to date and ensure any upgrades or maintenance are carried out on time to prevent disruption of service
• To take responsibility for the performance of the helpdesk administrative staff including time keeping, performance management, sickness absence, annual leave, management of staff rotation and staff development
• To be responsible for the collation and raising of all purchase orders where necessary
• Work effectively alongside the ARC Manager and other BYES colleagues on contracts and support services to enable cross collaboration
• Ensure effective 24/7 service is maintained through effective handover to ARC team and regular interface with the ARC Manager to ensure any staffing issues are addressed swiftly and without impact on service
• Lead and coordinate improvement to the service provided including technology, process and structure.

Skills, qualifications & experience:

• Previous experience of working in Security within a Control Room environment is essential
• Previous experience of leading a team is desirable
• SIA Security Licence and PSS CCTV essential
• Previous experience using Maximo CAFM system and Bold Gemini is essential
• Flexible, can-do approach to work with experience of working in a customer focused environment
• Excellent communication skills both verbally and written
• The ability to react appropriately under pressure and manage successful conflict resolution

Our excellent benefits package includes:

• Generous holiday allowance
• Company share scheme
• 2 paid volunteering days a year
• Cycle to work scheme
• Season ticket loan
• Employee assistance programme

Why Bouygues E&S Solutions?

Bouygues Energies & Services Solutions (BYES) is an international business operating in over 25 countries and employing over 13,500 people. The company is part of the Bouygues Group - a global brand employing over 130,000 people in 80 countries within the construction, engineering, civil works, energy services, telecommunications, and media sectors.

In the UK, Bouygues Energies & Services is a leading provider of facilities management (FM), energy services, highways, and complex engineering solutions across the public and private sectors.

Bouygues E&S Solutions is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of gender, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We place a strong emphasis on continual development, both professional and interpersonal. Currently over 2% of the Company\'s payroll is spent on Learning and Development activities. We have our own international and local training centres, delivering technical and management courses.

Bouygues Construction UK was awarded the Top Employers United Kingdom and Top Employers Europe certification. We are also proud to have been awarded Investors in People Gold, which demonstrates our commitment to our people.

Be Yourself!

Here at Bouygues we value the creativity and innovation that our diverse workforce brings, encouraging people from all backgrounds, particularly those from underrepresented communities to apply. By joining us, you will be inspired to bring your full self to the workplace, speak up and share your unique ideas. You will also have an opportunity to join our employee led diversity & inclusion communities such as WeLink (women network), Encompass (LGBTQ+), Kaleidoscope (BAME), Disability and Wellness peer support network, Parents and Carers network.

We are an equal opportunities employer and encourage applications from suitably qualified and eligible candidates regardless of gender, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

We value your privacy and we are committed to protecting your personal details. If you choose to apply for this role, please do not include any sensitive data on your CV which reveals (directly or indirectly); your race or ethnic origins, your political, philosophical or religious opinions, or your membership of a trade union, your social security number, or information which relates to your health or sexual orientation or to any criminal convictions.

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