IT Helpdesk Manager

Our client has an exciting opportunity for an IT Helpdesk Manager to lead and oversee their IT helpdesk team, ensuring efficient and effective technical support to internal customers. Also responsible for managing the daily operations of the IT helpdesk, troubleshooting complex issues, and maintaining high levels of customer satisfaction.

Role:

• Supervising and mentoring the IT helpdesk team, providing guidance, support and training
• Responsible for monitoring and managing the helpdesk ticketing system, ensuring timely resolution of issues in accordance with the firm’s service level agreement (SLA)
• To develop and implement helpdesk policies, procedures, and best practices which align to the ITIL framework
• To produce and analyse a report on helpdesk performance metrics each month
• Addressing escalated technical issues and identifying problem trends
• To coordinate with other IT Teams to ensure seamless support
• Addressing escalated technical issues and provide solutions
• Manage and maintain the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm
• Responsible for the maintenance the firm’s hardware and software inventories
• Reviewing the firms SPAM filter/Email Hold queues and releasing/blocking emails as appropriate
• To effectively manage approved third party suppliers and vendors
• Monitoring the backup systems and, where necessary, escalating any issues with the Infrastructure team
• To stay updated on the latest industry trends and technologies
• Be actively involved, as a Subject Matter Expert, in all relevant projects, providing regular reports regarding the project status, activities, and achievements to the IT Director
• Assist with the creation and updating of other relevant documentation
• Responsible for ensuring that all assigned KPI’s/Objectives are achieved by agreed deadlines
• To research and recommend changes which will improve overall on-going performance of the IT systems and processes.
• Contribute to the policing of IT quality standards and IT Policies throughout the firm
• To undertake any other reasonable duties as required

Requirements:

• Knowledge/understanding of IT packages such as Microsoft Office, Microsoft Windows, etc.
• Knowledge/understanding of IT and audio visual systems including, but not limited to, computers, laptops, servers, and mobile devices.
• Strong communication skills to effectively communicate with stakeholders at all levels.
• Must demonstrate a desire to pursue a career in IT.
• Ability to work professionally and independently, taking responsibility and initiative as appropriate.
• Demonstrates a productive and organised approach to their work.
• Works effectively with customers, clients and users.
• Excellent attention to detail and confidentiality.
• Ability to work on own initiative and as part of a team.
• Excellent communication skills (written and verbal).
• Proactive, flexible and resilient.

Due to the large number of responses we receive it is not always possible to respond to every application straight away. Should your skills and experience be a match for this role, or any other vacancy we may have, we will normally contact you within 72 hours of receiving your application. If you wish to apply for further roles please do so.