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Helpdesk Manager Job Description

This free service is designed to assist when you are looking to write a job description for a Helpdesk Manager.

Established in 2000, CV Screen is a specialist IT Recruitment Agency which has provided cost effective resourcing solutions to a host of well known organisations such as GlaxoSmithkline, Links of London and John Lewis

With fees of 12.5% of the basic salary and a large database of IT professionals throughout the UK, CV Screen is sure to be able to assist you when are looking to recruit for a Helpdesk Manager

Please don't hesitate to contact us on 0845 200 8170 for further information.
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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).

 

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
 

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

 

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