IT Helpdesk Support Manager - 3rd Line

Web Recruit Ltd
14 Feb 2017
14 Mar 2017
Contract Type
Full Time

IT Helpdesk Support Manager - 3rd Line
London, SE1
Up to £45,000 DOE

Are you a helpdesk manager with hands-on 3rd line experience? Eager for something more and excited by the prospect of working for an international organisation? If so, read on.

Our client is a world-leading innovator of remote physical and virtual workstations and cloud and virtual desktops. They are now seeking an IT Helpdesk Support Manager to join their team.

Having partnered with market leading manufacturers of data centre, cloud and virtualisation technologies, our client is well placed to bring unique solutions to the market that are tailored for enterprise needs and architecture. Their client base includes Fortune 500 and Global 2000 corporations, governments, emergency services, banks and other commercial and public sector organisations the world over.

In this important role, you will have the chance to demonstrate your management skills, share your knowledge with a hard-working team and provide amazing levels of service.

As an IT Helpdesk Support Manager, you will be tasked with supporting IT activity through the provision of an excellent support service.

Specifically, you will lead a team of three Helpdesk Engineers and provide third line support personally. You will oversee a team consisting of two 1st line and one 2nd line support personnel in the provision of telephone, web, email and face-to-face support

You will design and optimise our client’s IT service management process and strategy using ITIL best practice and will manage and improve existing CRM fault resolution tools and processes.

Additionally, your role will involve:

- Taking ownership of the diagnostics process to enable your team to resolve a high percentage of faults at the first point of contact
- Ensuring all support queries are progressed and resolved within the given SLA
- Designing and reviewing the escalation process for 3rd line support and engineering
- Taking ownership of the root cause analysis process for incidents
- Reviewing, improving and maintaining workflows, documentation and processes relating to support
- Reporting on a weekly and monthly basis

Interested? To be considered, you must have:

- Previous experience of managing a helpdesk, including management of a team
- Experience of providing IT helpdesk support, up to and including 3rd line
- Experience of working within an ITIL framework, ideally a V3 framework

Due to the need to undertake occasional travel, you must be authorised to travel anywhere within the EMEA region without restriction.

As an IT Helpdesk Support Manager, you will also be a customer-focused professional with a logical thought process and the ability to operate well under pressure. Quick to learn and pick up new skills, you will have a real interest in technology and will be able to build relationships with others quickly and easily. A strong sense of teamwork and a positive attitude will also be vital attributes.

Enterprise Server (preferably Dell), networking and storage implementation and support experience would be beneficial to your application. VMware (inc Horizon View) or Citrix (inc XenDesktop) VDI implementation and support experience would also be advantageous.

A robust, in-depth understanding of Wintel hardware and operating systems, as well as Linux, would be preferable, as would thin-client (or zero-client) and some remote desktop experience. Strong customer facing experience (phone, email and face-to-face) would be equally favourable.

To apply for the role of IT Helpdesk Support Manager (3rd Line), please apply via the button shown.

This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.

Additional Keywords: IT Helpdesk Support Manager, 3rd Line, Helpdesk Manager, IT Support Manager, Service Desk Manager, Senior Helpdesk Engineer, 3rd Line Engineer, Helpdesk Team Leader, Support Desk Team Leader.