Helpdesk Manager Job Description

The Helpdesk Manager will manage the helpdesk team (5 staff) and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).

• Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved.
• Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.
• Implement methodologies to improve first call resolution.
• Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.
• Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness.
• Train helpdesk staff to ensure that support is provided in a consistent manner.
• Implement staffing and scheduling models to ensure guaranteed coverage to the business.
• Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support.

Skills / Attributes Required

• Experience of managing a team within a Helpdesk environment.
• Thorough knowledge of Windows operating systems (Windows 2000 and 2003)
• ITIL certification is desirable
• Demonstrable evidence of influencing positive change within a helpdesk environment.
• Ability to lead teams effectively both through structured coaching and delivering by example.
• Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service.
• A good awareness of software providers within the IT Helpdesk marketplace.
• Excellent written and verbal communication skills.

Salary / Benefits Package

Up to £35,000 plus Pension and 25 days holiday