Helpdesk Manager - 2+ years 2nd line help-desk experience (with current MCP/MCTS)
Due to rapid growth, My client, a leading supplier of IT telephony and ISP services, urgently require a Helpdesk Manager to join their ever expanding team based at their Head Office in North Surrey. Please see the full Job Description below.
Overall responsibility for helpdesk performance, including SLAs, KPI and customer satisfaction
Accurate and meaningful ticket notes
Daily catch-ups with the helpdesk team to identify any problem tickets that need more specialized attention.
Identify and own particularly troublesome issues to ensure continued customer satisfaction including escalation to account and admin teams where necessary
KPI reviews with Engineering manager on a weekly basis
Develop the team through regular training sessions
Monthly review with staff to ensure their development + job satisfaction
Appraisals: Individual goals & objectives with quarterly appraisals
Conduct interviews of prospective new team members
Manage disciplinary procedures if required
Be willing and able to "muck in" and help the team when needed at 2nd line (desktop, server admin)
Good communications skills.
Good staff management skills.
Experienced in working on and managing a technical helpdesk.
Hard worker who thrives in a busy environment.
2+ years help-desk management
2+ years 2nd line help-desk experience (with current MCP/MCTS).
Environment: Small business, usual flexibility + sense of humor to work in a small team. We are Investors in People with good training and coaching ethos
Salary: To £35K+ depending on depth of experience
Benefits: 20 days holiday, Workplace pension, life insurance, company events, out of hours bonus
For more information, Please contact Lee Barham in confidence on 01372 748 444 / firstname.lastname@example.org