Helpdesk Manager, Epsom

Penguin Recruitment Ltd
£35k pa + Benefits
05 Oct 2017
02 Nov 2017
Contract Type
Full Time
Helpdesk Manager Epsom Up to £35,000 + Benefits We have an exciting opportunity for an experienced Helpdesk Manager to join a growing Managed Services provider. Key responsibilities and accountabilities: Business: - Overall responsibility for helpdesk performance, including SLAs, KPI and customer satisfaction - Ensuring the team make accurate and meaningful ticket notes - Daily catch-ups with the helpdesk team to identify any problem tickets that need attention that is more specialized. - Identify and manage (own) any particularly troublesome issues to ensure continued customer satisfaction including escalation to senior engineering, account and admin teams where necessary - KPI reviews with Engineering manager on a weekly basis - Continual development of helpdesk processes to benefit both the staff and customers - Identify areas of potential additional revenue and help capitalize on them Team: - Develop the team by organizing regular training sessions - Monthly review with staff to ensure their development and job satisfaction - Appraisals: Individual goals and objectives with quarterly appraisals - Conduct interviews of prospective new team members - Manage out of hour shift rota's - Manage disciplinary procedures if required - Work with team to increase job satisfaction wherever possible - Technical: - Work on Autotask (our case management system) to develop further capabilities and reporting. - Ideally be willing and able to "muck in" and help the team when needed at 1st and 2nd line (desktop, server admin) Skills/Qualifications: - A sense of personal ownership and customer services essential - Good communications skills. - Good staff management skills. - Experienced in working with a technical helpdesk (2+ years). - Hard worker who thrives in a busy environment. - Attention to detail - A self-starter who will proactively seek out and implement improvements on current systems - Ideally qualified to ITIL v3 foundation level Interested? Please apply now or Contact Steven Hill at Penguin Recruitment Ltd for further information.
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