It Help Desk Manager

Helpdesk Manager £40,000 - £45,000

Andy File Associates Limited are working as a recruitment agency on behalf of our client with regards this permanent vacancy.

Our client is a forward-thinking technology company (Managed Service Provider) specializing in cloud solutions, data management, and IT infrastructure services. Their clients are predominantly in professional services with some manufacturing clients.  With a relentless commitment to innovation and customer satisfaction, our client is at the forefront of delivering cutting-edge solutions to businesses across s number of industries. As they continue to expand and elevate their services, they are seeking an accomplished and dynamic Help Desk Manager to manage their helpdesk.

Key Responsibilities:

• Lead, mentor, and manage a team of support professionals to ensure efficient ticket resolution and exceptional customer support.
• Bridge the gap between senior Technical Directors and the technical operations team, aligning technical and operational strategies.
• Manage and optimize the support helpdesk operations, ensuring timely resolution of tickets and maintaining service level agreements (SLAs).
• Utilize ITIL best practices to streamline helpdesk processes and drive operational excellence.
• Monitor and report on key performance indicators, driving continuous improvement initiatives.

Other duties:

• Cover OOH calls once every 6 weeks or so, there is an additional payment of £125 per month for this as call volumes are exceptionally low, usually less than 5 a week. After 6.00pm calls go to an outsourced answering service who assess call and pass to Engineer/Help Desk Manager on call if required.

Qualifications:

• ITIL qualification is preferred.
• Proven experience in a senior technical people management role, particularly in an IT helpdesk environment.
• Strong understanding and experience with ticketing tools and Help Desk systems.
• In-depth knowledge of IT networking and Microsoft product range issues is essential.
• Strong problem-solving abilities and data-driven decision-making.
• Excellent communication and interpersonal skills.
• Proven experience in optimizing helpdesk operations for efficiency and customer satisfaction.