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Helpdesk Manager

The company formed over 10 years ago and have in the last 6 months doubled their headcount. The business has plans to grow further and demand for the service levels needs to be enhanced. Now requiring an Helpdesk Manager to support the overall business. Due to the importance of this role this position could be an immediate start.

  • Location: Rotherham
  • Salary: £28,000 - GBP30000 per annum
  • Contract Type: Permanent
  • Closing: 15 November 2020
  • Ref: 9060.42

THE ROLE

  • Helpdesk Manager
  • Contact Centre
  • £30,000
  • Rotherham
  • £30,000 Basic, 33 days holiday increasing by 5 extra days through the length of service, Pension, Perkbox, Free Parking

RESPONSIBILITIES

  • You will utilise your experience of managing technical service desk teams to ensure best in class IT support and customer satisfaction for our internal stakeholders and Business base.
  • You will manage an experienced service desk team of 2 direct reports, utilising your knowledge of technologies such as Windows 10, Ms Exchange, Skype for Business, and VoIP to build your credibility advising on best practice support.
  • Acting as a role model to your team you will display high service standards and advocate a culture of employee development.
  • A personable, professional attitude will prove invaluable in this post as you support your team and delivery excellent IT support to our users.
  • Line manage a busy helpdesk team, undertaking regular performance reviews and advising on development need
  • Co-ordinating tickets and ensuring that work is completed to a high standard and within contracted Service Level Agreement
  • Take technical escalations from first and second level support
  • Ability to project manage technical projects and ensure that communication with key stakeholders is maintained to a high standard
  • Liaising with customers and engineers to ensure that tickets are being resolved in a timely manner
  • Scheduling Engineering Resources
  • Co-ordinating third-party vendors and support service
  • Providing regular performance monitoring information to the management team and highlighting areas for concern and recommendations for improvements
  • Support Service Delivery Management to understanding technical problems and assisting with the presentation of solutions to clients
  • Co-ordinate high risk and major incidents
  • Act as the first point of escalation for the customer, Service Delivery Management, and Directorate enquiries and complaints

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