IT Helpdesk Manager

We have an exciting opportunity for an IT Helpdesk Manager to join our well-established client.

MFK Recruitment has successfully recruited 41 IT Professionals for this well-established company in the past 5 years, 30 are still with the company!

Hybrid working is in play for the successful IT Helpdesk Manager. You will be based at my clients Reigate office, and you will have the opportunity to work from home for 2-3 days a week. There will be travel to East Sussex a few times a month.

Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed. (The vast majority of our candidates have progressed in a short space of time!)

IT Helpdesk Manager - Job Purpose:

To ensure delivery of a high-quality remote support service across my client’s customer base in the South, to in turn achieve high levels of customer satisfaction and SLA compliance. This includes managing a team of helpdesk engineers across southern locations. Further collaboration with Service Delivery Managers and Account Managers will be required to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time.

IT Helpdesk Manager - Main Responsibilities:

• Ensuring delivery of high-quality remote support service across South helpdesks
• Ensuring support tickets are responded to within agreed customer SLAs and teams are mentored and developed.
• Effectively handling of escalations, with clearly defined processes and triage, to ensure resolution to SLA
• Producing customer-facing service performance reports
• Problem ownership with clear, concise customer communication whilst managing expectations by in person, over the phone or via remote connectivity.
• Responsible for direct management of Helpdesk Engineers including identification of skills gaps, creation of skills matrices, development and implementation of training programs at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance
• Responsible for performance management of the team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations
• Owning and developing the knowledge base for the teams and support customer base, ensuring that the knowledge is documented and shared
• Collaborating with Service Delivery Managers for a joined-up service that provides an excellent customer experience
• Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identification of root cause, and rollout of mitigating actions to permanently fix the underlying issue
• Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix
• Keeping accurate time entries on Autotask/ConnectWise

Other activities may include:

• Take responsibility for your own continual professional development, allocating time to understand and learn the technologies your team supports to more detail
• Provide hands-on technical support experience, cherry-picking quick technical fixes when required
• Attending customer meetings as required to help provide technical explanations and guidance of service-impacting issues
• Ensuring appropriate standards and procures are adhered to during the development process to support a quality of service to customers
• Work with a variety of company and technical teams to enhance service or to develop solutions

IT Helpdesk Manager - Personal Attributes:

• Creative, analytical problem solver with the ability to apply original and innovative thinking
• Ability to manage own and others’ changing workload and priorities
• Ability to work both within a team and using own initiative
• Strong communication skills
• Ability to recognise strengths of others and develop their skills.

IT Helpdesk Manager - Experience Required:

• At least 3+ years of experience in a similar role
• Experience in line management
• Experience working for an MSP