BSC Helpdesk Manager

BSC Helpdesk Manager at Equans UK & Ireland

Equans is looking for a FM Helpdesk Manager to join our team in Bellshill on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.

The FM Helpdesk Manager will lead and develop the Business Support Helpdesk team, ensuring 24/7/365 service delivery that exceeds customer expectations. The Helpdesk provides facilities management support across a diverse portfolio of public and private sector organisations, including healthcare, education, and blue light services. Several contracts are delivered under PFI arrangements, requiring adherence to contractual obligations and performance standards. This role balances operational excellence with people leadership, continuous improvement, and strategic alignment to business goals.

The BSC Helpdesk Manager plays a pivotal role in the success and operational excellence of EQUANS by leading a high-performing, customer-focused helpdesk that supports critical facilities management services across a diverse client base.

What will you deliver?

• Operational Management: Manage the Helpdesk rota, including absence and annual leave planning, ensuring 24/365 cover and accurate resource recording.
• Oversee call flows, resources, reporting systems, and processes, ensuring documentation and procedures remain current and effective.
• Produce and analyse performance reports for senior management, covering SLA/KPI adherence, staff and team performance, and service development.
• Take part in the on-call rota for escalations outside of hours.
• Ensure compliance with business standards, security protocols, and regulatory requirements.
• Lead, manage, and develop the Helpdesk team, covering conduct, performance, attendance, training, and capability.
• Ensure Team Leaders take full ownership of problems, tasks, and responsibilities with accountability for business requirements and expectations.
• Recruit, train, induct, and mentor new Business Support Team Leaders and Coordinators, supporting career development and succession planning.
• Foster a high-performance, engaged culture through recognition, accountability, and regular coaching and feedback.

Continuous Improvement & Operational Excellence

• Drive a culture of continuous improvement by streamlining processes, enhancing efficiency, and adopting new tools and technologies.
• Apply lean principles to identify and eliminate waste, improve productivity, and optimise resource utilisation across the Helpdesk.
• Lead regular service reviews, incorporating customer feedback, performance data, and team input to inform improvements and enhance customer experience.
• Benchmark Helpdesk performance against industry standards to maintain competitiveness and deliver best-in-class service.

Stakeholder Engagement & Strategic Alignment

• Build and maintain strong, constructive relationships with internal Account teams.
• Collaborate effectively with peer managers and colleagues at the same level, offering support and sharing best practice to collectively achieve departmental and organisational goals.
• Act as the voice of the Helpdesk in wider business forums, ensuring visibility of team achievements and challenges.

What can we offer you?

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Cycle to work scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks and inclusion initiatives
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros. In the UK & Ireland, Equans provides technical, FM, regeneration and energy services with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans is a Bouygues group company.

What\’s next?

If this role is of interest, please apply. A member of our Resourcing Team will review your application and be in touch.

We encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

Equans is committed to delivering a culture where everyone\’s voice is heard and supported. Diversity and inclusion are core to what we do.

For this role, you must have evidence of the right to work in the UK. Some roles may require a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team, not direct to Equans managers.

Who are we looking for?

• Minimum 2 years\’ experience managing a Facilities Management Helpdesk or similar environment (essential); experience within PPP/PFI contracts is desirable.
• Strong understanding of contract environments governed by SLAs and KPIs; commercially aware and results-driven.
• Proven ability to lead, motivate, and develop teams to deliver excellent customer service within structured processes.
• Demonstrated experience in managing change, driving continuous improvement, and embedding service excellence.
• Excellent communication and people skills, with the ability to influence stakeholders at all levels and build strong working relationships.
• Highly organised with the ability to assess issues quickly and implement effective, practical resolutions.
• Sound knowledge of operational processes, people management, and business protocols, including budget awareness and HR policy compliance.
• Proficient in using CAFM systems (e.g., Planon, Maximo), call routing and telephony platforms, and reporting tools such as Power BI or Excel for performance analysis.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management

Industries

• Facilities Services

Note: This refined description retains the core responsibilities and qualifications while removing irrelevant boilerplate and duplications to meet formatting and relevance standards.