{"id":3796117,"url":"https://alion.io/job/bgis-helpdesk-performance-manager","title":"Helpdesk & Performance Manager","company":{"id":1897636,"name":"BGIS","domain":"bgis.com","url":"https://alion.io/company/bgis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":90,"open_postings":325,"ghost_share":0,"stale_share":0.412,"repost_share":0.003,"time_to_fill_p50_days":null,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SharePoint","optional":false}],"status":"live","first_seen_at":"2026-11-04T19:23:41Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-07T09:45:07Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Helpdesk & Performance Manager\nLocation: Regent Street, Central London\nRESPONSIBILITIES & TASKS\nHelpdesk\nResponsible for the management of the helpdesk function, to include (but not exclusive to)\nLine management of all helpdesk employees\nManaging the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system\nManaging excellence levels of customer service throughout the journey\nManaging the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.\nDaily, Weekly and Monthly reporting of helpdesk stats\nImprovement plans against poor performing areas.\nWorking directly with operational teams to drive continuous improvement\nReviewing trends in data to understand quicker response times\nBuilding process, procedure and governance planning\nEnsuring adherence to account KPI’s and SLA metrics\nData & Process\nStrategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business\nBuild governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments. Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!\nBuild the process and procedure to operate the account\nManage the integration of global IT systems to run operations\nRegular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making\nTrack key internal metrics to\nRoll out FOR A auditing, track QHSE audits and action plans against them are being delivered\nManage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made\nAdditional\nInternal monthly reports on QHSE, finance and strategy\nManage the communication for the account, from weekly updates through to regular flow through of communications\nEnsure all new hires are processed effectively\nAt BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK","description_format":"text","description_chars":2770,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Management","Facilities Management"],"lifecycle":[{"event":"open","at":"2026-11-05T09:26:00Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/bgis-helpdesk-performance-manager","json_url":"https://alion.io/job/bgis-helpdesk-performance-manager.json","meta":{"generated_at":"2026-11-07T11:13:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11121,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1897636},"rest":"https://alion.io/mcp/rest/get_company?id=1897636"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbgis-helpdesk-performance-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbgis-helpdesk-performance-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbgis-helpdesk-performance-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bgis-helpdesk-performance-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbgis-helpdesk-performance-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3796117}},{"tool":"search_jobs","arguments":{"company":"bgis.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3796117},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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