Helpdesk Manager

  • Job Reference: HQ00009261
  • Date Posted: 25 September 2017
  • Recruiter: E-Resourcing
  • Location: Epsom
  • Salary: £32,000 to £35,000
  • Sector: IT (general)
  • Job Type: Permanent
  • Duration: ASAP
  • Work Hours: Full Time

Job Description

Helpdesk Manager - Epsom
Key responsibilities and accountabilities:
Business:
Overall responsibility for helpdesk performance, including SLAs, KPI and customer satisfaction
Ensuring the team make accurate and meaningful ticket notes
Daily catch-ups with the helpdesk team to identify any problem tickets that need attention that is more specialized.
Identify and manage (own) any particularly troublesome issues to ensure continued customer satisfaction including escalation to senior engineering, account and admin teams where necessary
KPI reviews with Engineering manager on a weekly basis
Continual development of helpdesk processes to benefit both the staff and customers
Identify areas of potential additional revenue and help capitalize on them
Team:
Develop the team by organizing 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 out of hour shift rota's
Manage disciplinary procedures if required
Work with team to increase job satisfaction wherever possible
Technical:
Work on Autotask (our case management system) to develop further capabilities and reporting.
Ideally be willing and able to "muck in" and help the team when needed at 1st & 2nd line (desktop, server admin)
Skills/Qualifications:
A sense of personal ownership and customer services essential
Good communications skills.
Good staff management skills.
Experienced in working with a technical helpdesk (2+ years).
Hard worker who thrives in a busy environment.
Attention to detail
A self-starter who will proactively seek out and implement improvements on current systems
Ideally qualified to ITIL v3 foundation level
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
Benefits: 20 days holiday, Workplace pension, life insurance, company events, out of hours bonus
For more information, please contact Lee Barham on 01372 748 444 / lee.barham@e-resourcing.co.uk