Helpdesk Manager

e resourcing limited
£32000.00 - £35000.00 pa
27 Sep 2017
03 Nov 2017
Contract Type
Full Time
Helpdesk Manager - Epsom 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 + job satisfaction Appraisals: Individual goals & 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 & 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 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 Benefits: 20 days holiday, Workplace pension, life insurance, company events, out of hours bonus For more information, please contact Lee Barham on ************* / *****************************
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