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IT Helpdesk Manager

The company formed over 10 years ago and have in the last 6 months doubled their head count. The business has plans to grow further and a demand for the service levels needs to be enhanced. Now requiring an IT 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 - £30,000 per annum
  • Contract Type: Permanent
  • Closing: 25 December 2020
  • Ref: 906042

THE ROLE

  • IT Helpdesk Manager
  • Contact Centre
  • £30,000
  • Rotherham

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 advise 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 a first point of escalation for customer, Service Delivery Management, and Directorate enquiries and complaints

CANDIDATE EXPECTATIONS

  • Strong technical knowledge and experience of the full Microsoft Product stack
  • Understanding of ITIL principals, qualification preferred
  • Experience of managing a busy helpdesk
  • Understanding of SLAs and KPIs and the importance of them to clients
  • Experience of delivering and managing cloud-based technologies such as VMware
  • Ability to demonstrate a strong attention to detail
  • Strong project management skills and experience
  • Experience in delivering technical support within a managed services environment
  • Must be able to demonstrate a customer first approach to support, great communication skill
  • The ability to liaise and communicate confidently and professionally with customer representatives at all levels
  • Natural aptitude for troubleshooting & problem solving
  • Have solid experience in a helpdesk or technical support environment

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

• Highly organised and able to work on own initiative to complete the range of tasks required

• Flexible and willing to work outside core business hours as required

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