Helpdesk Manager / Service Desk Manager - ITIL / MCP

e resourcing Limited
£32000.00 - £35000.00 pa + benefits
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Helpdesk Manager / Service Desk Manager - Windows 2008 / 2012, MS Exchange - MCP/MCTS - ITIL A leading supplier of IT telephony and ISP services, require an ITIL certified Helpdesk Manager / Service Desk Manager to join their team based at their Head Office in North Surrey. Business: Overall responsibility for helpdesk / service desk performance, including SLAs, KPI and customer satisfaction Accurate and meaningful ticket notes Daily catch-ups with the helpdesk / service desk team to identify any problem tickets that need more specialized attention. Identify and own particularly troublesome issues to ensure continued customer satisfaction including escalation to account and admin teams where necessary KPI reviews with Engineering manager on a weekly basis Team: Develop the team through regular training sessions Monthly review with staff to ensure their development + job satisfaction Appraisals: Individual goals & objectives with quarterly appraisals Conduct interviews of prospective new team members Manage disciplinary procedures if required Technical: Able to support Windows 2008 / 2012 and MS Exchange 2010 / 2013 as well as MS Office and related products Skills: Good communications skills Good staff management skills Experienced in working on and managing a technical helpdesk / service desk Hard worker who thrives in a busy environment Qualifications (minimum): Current MCP / MCTS / MCSA ITIL certified Environment: Small business, usual flexibility + sense of humor to work in a small team. We are Investors in People with good training and coaching ethos Please send a CV detailing relevant experience for consideration
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