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IT Helpdesk Manager

Job Posted: a day ago

Salary: £ Competitive
Job Type: Permanent
Location: Kinver, DY7

Expire in: a month

Job Description

IT Helpdesk Manager - Kinver, DY7

Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.

As the manager of the Customer Helpdesk and first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver.

Duties and Responsibilities

Ensuring that all support requests are responded to and resolved within SLA and customer expectation

Providing supervision, coaching and mentoring to all members of the first-line Support Team, carrying out regular one-to-one’s and working with individuals to address areas for improvement and recognising outstanding performance.

Acting as a role model and coach to all members of the team, leading by example, to demonstrate high standards of performance and customer service.

Manage the balance of resources across the day, ensuring that workloads / service requests are correctly prioritised and helpdesk coverage is scheduled appropriately.

Acting as the initial point of contact for the team with the aim of reducing the need for escalation to the wider management team.

Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers

Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member

Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution

Phone based and hands-on technical/desktop support and general troubleshooting

Liaising with 3rd party companies as required

Producing and maintaining support and customer documentation

Driving resolutions where necessary

Ensuring customer requirements are met, root cause issues are investigated and resolved

Having knowledge and experience in the following areas:

PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications

Windows Server and Active Directory administration

Microsoft 365 Services

Broad understanding of IT Infrastructure, including networks, email systems and Cloud-based IT solutions

Previous staff and team supervision

Personal Qualities:

Have a professional and can-do attitude with colleagues and customers

Possess excellent communications skills

Be able to work independently and as part of a team

Be able to work under pressure

Be self-motivated and have the ability to motivate others

Demonstrate a methodical and structured approach to work

Have a commitment to quality, and actively seek improvements to work methods and processes

Have the ability to deal with ambiguity

Have the confidence to deal with people at all levels

Have the ability to travel when required

Have an interest in technology

With our support, have the desire to achieve Microsoft accreditation

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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