IT Help Desk Manager

Berkeley Square IT Ltd
Leeds, UK
31 Jul 2019
02 Sep 2019
Contract Type
Full Time
IT Help Desk Manager

£40- £50k | Full time, Permanent | Leeds

My global consultancy client requires a talented IT Help Desk Manager to join their vibrant Leeds office to manage all levels of IT Technical support, ranging from user admin tasks through to setting up and installing new office kit at new office locations.

Role & Responsibilities:

  • Liaise with stakeholders in the business and build positive working relationships with the operational leads and office managers
  • Assist in managing, motivating and developing members of the Global IT Support team by communicating, supporting, coaching, monitoring and appraising
  • Development and enforcement of technical standards, systems, policies, and procedures
  • Management of the IT helpdesk environment, its performance, call management and efficiency whilst maintaining high service standards
  • Monitor support calls, identify trends and gaps and take appropriate steps to improve the quality of service delivery
  • Develop working practice with the support team to provide a high level of user support based on principles of first time fix
  • Introduce and develop innovative ways of working / troubleshooting to identify issues and reduce downtime
  • Monitoring of daily backups, management of the asset database and software register
  • Call logging & management including regular liaison with IT hardware maintenance providers
  • Out of hours monitoring and support

Skills & Experience:

  • All round Helpdesk Manager with at least 3 years' experience in a similar role supporting 6000+ staff and 3 years hands-on experience in a technical support role. (Management of a global team would be advantageous but not essential)
  • Experience of call allocations and prioritisation
  • Experience of developing IT processes, workflows and automation
  • Strongly customer-focused, used to providing support to demanding users
  • Confident individual with the good interpersonal skills, able to deal with people at all levels and communicate to users in a clear, non-technical language
  • Team-player
  • Analytically minded, able to break down and understand information
  • Must be comfortable with working in a fast-moving, dynamic environment
  • Good organisational skills, used to managing and prioritising own workload
  • Ability to report on progress, timescales, outstanding and completed activities

This is an urgent requirement and my client is able to move quickly for the right IT Help Desk Manager.

Please direct any questions to Ashleigh Roberts of Berkeley Square IT ( / 0117 927 0195) or apply now for immediate consideration.

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