Helpdesk Manager

Recruiter
YourRecruit
Location
Banstead
Posted
24 Jun 2018
Closes
01 Aug 2018
Contract Type
Permanent
Hours
Full Time
£25,000 - £32,000 plus outstanding benefits including training, paid overtime, mobile and internet expenses, vendor training, social events and lots more!

Location: Banstead, SM7

Key Skills: Helpdesk Manager. Team Leader. IT Support. 1st Line. 2nd Line. First, Second. Service Review. SLA. Ticketing System. Project. Server. Windows, Microsoft, Exchange, Desktop, Hardware, Software, Troubleshooting, Active Directory, Group Policy, IT Systems, Network Auditing, Hosted, Virtualisation, MS Office 365, Router, Firewall, Switch, Cisco, HP, Draytek, Sophos, Backup, Terminal Services, Citrix, Mobile. Microsoft Certified, MCP.

• Do you have at least a years’ experience of managing a busy helpdesk environment?

• Are you looking to progress your career within a forward-thinking, dynamic and busy environment? We have an exciting opportunity for you!

This Helpdesk Manager role is working for a vibrant and forward-thinking IT support services organisation that is currently rapidly growing. They are looking for keen and proactive candidates with at least a year’s Helpdesk Management experience (more would be great!), to join their team on a permanent basis. They will support you with training and career growth and soon after starting they will pay for your Microsoft Certifications!

Please note that it’s vital that you have worked, or are working for an MSP company (IT Support Company, IT Services etc.).

The Helpdesk Manager Duties:

• Management of an extremely busy IT Support Helpdesk comprising of 7 Technical Support Engineers.
• Management of processes involved with logging support cases for customers and delegating/escalating cases to the appropriate Support Engineer resource based on Service Level Agreement and Technical expertise required.
• Continually evaluate the support team’s resource availability and manage scheduling for all onsite visits.
• Assume 1st line support activities in the event of any resource and/or workload issues encountered within the team.
• Attend all appropriate customer "Review of Service" meetings and to work towards resolving service corrective action plans with the customer.
• Carry out weekly support engineer case reviews and monthly performance reviews utilising required KPI’s in order to set future target goals.
• Monitor and review the IT Helpdesk efficiency and performance as a whole in order to form proposals for future improvements.
• Coordinate the delivery & deployment of projects (New Install’s & Migrations) with key stakeholders and project managers in regards to the allocation of required resources.
• The work will be predominantly on Microsoft Server 2008 R2, 2012R2, 2016, Microsoft Exchange 2010/2013/2016 & Microsoft Remote Desktop Services.
• Installation, service, repair & break/fix of HP ProLiant & Dell PowerEdge Servers, Desktops & Notebooks.
• Diagnosing, Trouble-shooting and resolving IT issues on or before time in line with agreed SLA’s via both remote Telephone support and on site.
• Checking & Monitoring client servers and backups and responding to flagged failures.
• Installing service packs and critical updates onto managed client servers in and out of hours.

Ok, so over to you! The Helpdesk Manager – Requirements:

• First Class Customer facing and presentation skills
• At least 1 years’ experience as a Helpdesk Manager within an MSP / IT Support Company
• Has recently worked in roles as an IT Support Engineer for a Managed Service Provider
• Commercial working knowledge of Microsoft Windows Client & Server Operating Systems
• Broad computer systems knowledge across all business sizes.

In return, my client can offer a fantastic working environment, an exciting role within a forward-thinking, growing and dynamic organisation, the chance to develop your skills within the latest technologies and the chance to receive training! Sound interesting and something you would love to be part of? Apply today!

Key Skills: Helpdesk Manager. Team Leader. IT Support. 1st Line. 2nd Line. First, Second. Service Review. SLA. Ticketing System. Project. Server. Windows, Microsoft, Exchange, Desktop, Hardware, Software, Troubleshooting, Active Directory, Group Policy, IT Systems, Network Auditing, Hosted, Virtualisation, MS Office 365, Router, Firewall, Switch, Cisco, HP, Draytek, Sophos, Backup, Terminal Services, Citrix, Mobile. Microsoft Certified, MCP.

Due to the amount of CVs we receive we will only be able to contact you if your application is successful. YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.

Key Skills: Helpdesk Manager. Team Leader. IT Support. 1st Line. 2nd Line. First, Second. Service Review. SLA. Ticketing System. Project. Server. Windows, Microsoft, Exchange, Desktop, Hardware, Software, Troubleshooting, Active Directory, Group Policy, IT Systems, Network Auditing, Hosted, Virtualisation, MS Office 365, Router, Firewall, Switch, Cisco, HP, Draytek, Sophos, Backup, Terminal Services, Citrix, Mobile. Microsoft Certified, MCP

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