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Job Title: Service Desk Manager
Location: Braintree (hybrid- 1 day WFH a week)
Industry: Retail
Salary: 50,000 per annum (DOE)
About the Company:
Our client is a leading retail company based near Basildon, renowned for delivering high-quality customer-focused support across a number of locations. They are committed to innovation and excellence, providing cutting-edge solutions to their clients. As part of their continued growth, they are seeking an experienced and proactive Helpdesk Manager to join their dynamic IT team.
The Role:
As a Helpdesk Manager, you will be responsible for overseeing the IT support function, ensuring the efficient and effective resolution of technical issues for internal users. You will lead a team of helpdesk professionals, manage service requests, and drive continuous improvement to enhance user satisfaction. This role requires strong leadership, technical expertise, and a customer-focused approach.
Key Responsibilities:
- Manage and lead the IT helpdesk team, providing guidance, support, and performance management.
- Oversee the daily operations of the IT service desk, ensuring timely resolution of technical issues.
- Develop and implement helpdesk policies, procedures, and best practices.
- Monitor and analyse helpdesk performance metrics, reporting on trends and areas for improvement.
- Act as an escalation point for complex technical issues and ensure their resolution.
- Collaborate with other IT teams and departments to ensure seamless support services.
- Maintain and improve IT service management processes, including incident, problem, and change management.
- Stay up to date with emerging technologies and recommend relevant improvements.
- Ensure compliance with security policies and IT governance frameworks.
- Provide training and mentoring to helpdesk staff to enhance their technical skills and customer service capabilities.
Requirements:
- 2 years of experience within a management role
- Strong leadership and team management skills
- ITIL/Microsoft Certifications
- Hands-on experience with IT service management tools and frameworks (e.g., ITIL)
- Solid understanding of Windows, Mac, networking, and cloud-based technologies.
- Strong communication skills with the ability to explain technical concepts to non-technical users
- Ability to manage multiple priorities in a fast-paced environment
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
