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

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• 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