Helpdesk Manager

Purple Placements
Abingdon, UK
29 Jul 2019
27 Aug 2019
Contract Type
Full Time
My client is seeking a self-motivated and technical candidate with leadership qualities to join an expanding organisation in the Abingdon area. As a Helpdesk Manager, you will work to lead, monitor and motivate a team of 8 IT Helpdesk Technicians along with managing and troubleshooting escalated issues.

The ideal candidate will be an expert communicator with a resilient nature, who is able to communicate with customers of all levels and report on departmental activity. You will also need to provide flexibility when required to assist in team illness/holiday/etc to cover evening and weekends as needed and act as an escalation point for priority issues at all times.

Key responsibilities for IT Helpdesk Manager
* Full Line Management responsibilities for the Helpdesk team
* Organising the helpdesk team rota * Ticket management and engineer allocation
* Supporting onsite engineers with technical issues
* Providing an escalation point for the helpdesk and KFP's customers
* Monitoring tickets, ensuring customer SLA's are met
* Providing SLA performance and other reporting for customers and internal management
* Assisting with the onboarding of new customers / services
* Administration of KFPs ITSM product (Autotask)
* Quality Management, owning KFPs ISO9001 and PCI-SSD management systems
* Providing internal IT support of KFPs systems and employees
* Attending customer and partner service reviews

In addition to undertaking the duties as outlined above, you may be required to undertake other duties, within reason, that may be required of you. This job description should be regarded only as a guideline to the duties required and is not definitive or restrictive in any way and may be reviewed in the light of changing circumstances following consultation with the successful candidate.

Working hours: The Helpdesk team provide support 7 days a week between the hours of 8am and 10pm with the team operating two distinct working hour patterns. The hours for this role are Monday to Friday, 8am to 5pm however there is also the requirement for occasional weekend cover and to be available to take calls as an escalation point outside of the core hours.

Experience / Skills for Helpdesk Manager:

* Proven background in a technical support role

* Previous experience within a Team Leader or Supervisory role

* Ability to prioritise and execute tasks in a high-pressure environment
* Ability to adapt to an ever-changing environment

* First class written and oral communication skills and ability to communicate with customers at all levels (phone & email), with good listening and interpersonal skills

* Self-motivated and directed with a keen attention to detail, with the ability to use own initiative and work without direct supervision
* Confident and professional manner in dealing with customers
Personal Attributes

* High level of motivation to drive the team
* Resilience and flexibility

* Committed to provide excellent customer service at all times
* Ability to adapt to an ever-changing environment.
* Self-motivated and driven with a keen attention to detail

* Ability to use own initiative without direct supervision.

* Confident and professional manner.

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