IT Helpdesk Manager

Recruiter
YourRecruit
Location
Banstead
Posted
30 Jun 2018
Closes
07 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. The
client 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:
* Excellent 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!
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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