Helpdesk Manager Job Description:
The Helpdesk Manager is responsible for managing the activities and responsibilities of the Helpdesk Team. As a part of this management, the Helpdesk Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
Salary:
£35,000 - £40,000 Per Annum
Reports To:
Managing Director
Basic Functions:
Manage the Helpdesk Team’s daily activities.
Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
Manage the dispatch process of service requests to ensure full utilisation of resources.
Improve usage of Support resources and increase productivity of the team.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
Understand overall Helpdesk objectives, as well as the role and function of each team member.
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
Assist the Helpdesk Team in design and development tasks.
Contribute to the continuity of services by providing the necessary leadership.
Drive problem investigations and resolution as required.
Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
Design and maintain process documentation for the Helpdesk Team.
Manage the process of implementing change efficiently and effectively.
Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.
Additional Duties and Responsibilities:
Identify areas for improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Escalate Helpdesk issues to the MD as required.
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
Involvement in the design and building of new services.
Conduct performance evaluations and mentor those with less experience.
Develop training programs to develop and refine the skills of the service desk team.
Facilitate regular service desk team meetings and service board reviews.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as they occur.
Review and approve the Helpdesk Team’s time and expense sheets in ConnectWise.
Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
Enter all work as activities, service tickets, or project tickets in ConnectWise.
Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.
Knowledge, Skills and or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional IT Certifications, such as: Microsoft MCA, MCSA, or MCSE, CompTIA Network+ or Security+
Knowledge and experience in cross-functional management methods and techniques.
Knowledge of industry applications, processes, software, and equipment.
Strong organisational, presentation, and customer service skills.
Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
Skill in planning and preparing written communications.
Skill in leading people and getting results with a strong customer orientation.
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
Ability to multi-task and adapt to changes quickly.
Ability to work in a team and communicate effectively.
Service awareness of all organisation’s key services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide services.
Typing skills to ensure quick and accurate entry of service request details.
Self-motivated with the ability to work in a fast moving environment.
Educational and Previous Experience Recommendations:
5 years of IT related experience.
3 years of IT management experience.
ITIL foundation certification
Package:
Company Pension
20 Days Holiday plus Bank Holidays and your Birthday Off.
Private Health Care including Dental and Optical benefits
Company Laptop and Mobile Phone
World Class Training including 2 Days offsite with the IT Nation Evolve Service Exec Peer Group
Company Gatherings & Team Events
Only local candidates need to apply.
About You
Have what it takes
You know that being good isn't enough and have a love for learning new skills & techniques
Enthusiasm in all that you do
You love what you do & bring positive energy to the team, lifting others up if they are down.
Be remarkable
You're a great communicator who values being organised and well- presented.
Think different
You value inclusion - You're not afraid to speak up and share your ideas,
even if they are different from the norm.
Know how to succeed
You understand the importance of taking ownership of your own time
& tasks and value teamwork.
About Us
Our core values are what support our vision, shape our culture and reflect what we value most.
If you join the team, we expect you to embody our core values to help guide your decisions, actions and behaviours.
World-Class development..
To ensure that Think Cloud remains a leader in our industry, professional development is at the heart of what we do. We know that in order to be successful, our team need to have the skills and knowledge necessary to excel in their roles.
We provide world class training development covering
IQ - Skills Intelligence and Task-Aware
EQ - Emotional intelligence Others-Aware
PQ - Personal Intelligence Self-Aware.
The same tools are used inside Google, Microsoft, and other Fortune 500 Companies. All designed to help you sharpen your skills to be successful in your role.
Over Two Decades Trusted By Businesses
Our Journey To Think Cloud
Think Cloud is a multi award-winning "Britain’s 50 Best Managed IT Companies" team with over two decades of experience helping businesses,from Local Government, Education, Ministry Of Defence Supply Chain, Manufacturing, Engineering, and Financial sectors. We are now proud to support more than 150+ customers, working with a wide range of businesses that are the most innovative and creative in their respective fields.
To learn more about our story, check out this podcast where Dean, Scott, and Leon share stories on how Think Cloud was founded and the road ahead.
How to apply for this vacancy ....
Apply in writting via emailing your CV to HBTC (Hull Business Training Centre), our training, apprenticeships and recruitment partner :
Subject Line: Think Cloud - Helpdesk Manager
To see what we are up to go follow our Linkedin page to- be- up- to date with everything Think Cloud
Sign-Up To Our Newsletter Which will land in your inbox each and every month