IT Helpdesk Manager

Hunter Hardy Ltd
Swindon, UK
05 Sep 2019
15 Sep 2019
Contract Type
Full Time
We are looking for an experience technical Helpdesk Manager to manage the Helpdesk service delivery for our regional office including line management of the Helpdesk team.

Based at our Swindon office

Salary - up to £38,000.00 (dependent on experience)

Our client is a fast-growing, premier UK provider of IT support services whose clients range from 10 to 250 users and use the best technologies. Our wide range of managed IT services includes bespoke project delivery and we have a growing reputation for the quality and passion of our service built around our clients, combining on-site visits and unlimited helpdesk support to deliver a very different customer experience.


As Helpdesk Manager, you will be responsible for ensuring that helpdesk calls are answered by the helpdesk team in accordance with company policy for both response time and telephone manner. You will be part of the helpdesk team, providing technical guidance and answering the phone when the rest of the team are busy. You will be a point of escalation for the team and will ensure that our escalation policy is adhered to and service levels are followed.

You will manage scheduling for the helpdesk team to ensure coverage during normal business hours, approving holiday requests as required, and you will manage the call stack effectively for the team and ensure that client calls backs and courtesy calls are made to the agreed standard.

The Helpdesk Manager will carry out development activities with the team, including development reviews, 1 to 1 meetings, performance evaluations and disciplinary responsibilities.

As Helpdesk Manager, you will also work closely with the Technical Consultancy team and Client Services Manager to plan, manage, resolve and co-ordinate activity. You will monitor problem and change tickets and follow up with the team to ensure timely resolution of the tickets.

You will ensure that the IT Glue database of information is maintained, enabling the Helpdesk team to provide support and recover from outages with minimal disruption and will ensure that daily, weekly, and monthly statistics, are completed and continually modified to deliver the highest levels of support.

You will develop strong relationships with our clients, by visiting them regularly and calling them for feedback. You will also encourage helpdesk team members to do the same, by getting them to visit client sites too. You will be a confident decision maker and will ensure that decisions are made to improve the overall client experience of the Helpdesk.You will actively court feedback from the team and our clients on the helpdesk and the helpdesk team in order to provide the rest of the team with feedback and make improvements.

It is important that the Helpdesk Manager provides leadership by projecting a positive attitude, being part of the team and leading by example.

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