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Helpdesk Manager Job Description
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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). |
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Duties and Responsibilities |
- 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.
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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.
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Salary / Benefits Package |
Up to £35,000 plus Pension and 25 days holiday |
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