IT Helpdesk Manager - Leeds

Recruiter
Spring Professional
Location
Leeds, UK
Salary
Competitive
Posted
16 Aug 2019
Closes
21 Aug 2019
Ref
1236766876
Contract Type
Permanent
Hours
Full Time
IT Helpdesk Manager - Leeds - £48-50k My client, a leading UK consultancy are now hiring. They are looking for someone to join their team as an IT Helpdesk Manager.Essential Skills:*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 automationWorking within a global team in managing and providing all levels of IT Technical support, which range from user admin tasks such as setting up new users, password resets, through to setting up and installing new office kit at new office locations.*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

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