Helpdesk Manager / Service Desk Manager - ITIL / MCP

  • Job Reference: HQ00009261
  • Date Posted: 4 October 2017
  • Recruiter: E-Resourcing
  • Location: Surrey
  • Salary: £32,000 to £35,000
  • Bonus/Benefits: benefits
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Helpdesk Manager / Service Desk Manager - Windows 2008 / 2012, MS Exchange - MCP/MCTS - ITIL
A leading supplier of IT telephony and ISP services, require an ITIL certified Helpdesk Manager / Service Desk Manager to join their team based at their Head Office in North Surrey.
Overall responsibility for helpdesk / service desk performance, including SLAs, KPI and customer satisfaction
Accurate and meaningful ticket notes
Daily catch-ups with the helpdesk / service desk 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
Able to support Windows 2008 / 2012 and MS Exchange 2010 / 2013 as well as MS Office and related products
Good communications skills
Good staff management skills
Experienced in working on and managing a technical helpdesk / service desk
Hard worker who thrives in a busy environment
Qualifications (minimum):
Current MCP / MCTS / MCSA
ITIL certified
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

Please send a CV detailing relevant experience for consideration