IT Helpdesk Team Leader

2 weeks ago


Ringwood, United Kingdom Sense IT Support and Services Ltd Full time

**IT Helpdesk Team Leader**

A Fantastic opportunity is available at our IT Services company which has been running over 10 years.

Although the helpdesk is established the role will give the applicant the chance to grow the helpdesk to bring it up to the next level.

**About the Role**:

- Manage and support colleagues and customers.
- Manage the escalation of tickets.
- Work with the Customer Engagement team to help build the relationship.
- Co-own the PSA for reactive tasks, analysis and reporting of daily, weekly, and monthly performance data.
- Use our RMM platform.
- Active role on recruitment within the team.
- Training matrix for the helpdesk.
- Act as a point of contact for customers.
- Look at ways to standardise and then improve the helpdesk operation.
- To ensure all processes are followed as well as consistently reviewing to ensure operational excellence across the business.
- Monitor open and aged tickets on a regular basis.
- Monitor ticket queues.
- Quality check out going hardware.

**About You**:

- A passion to give the customers the best experience.
- Effective managerial skills, including the ability to influence outcomes and motivate a team.
- Have experience in a helpdesk environment in a fast-paced multi-client business.
- Meticulous eye for detail.
- Capable of operating in a pressurised environment.
- Calm and methodical approach.
- Experience in leading and driving change awareness within a complex and geographically dispersed organisation.
- Excellent communication skills including presentation and written report writing.
- A self-motivated person who is target driven and possesses the ability to work on their own initiative.
- Excellent communication and interpersonal skills.

**Experience**:
IT support: 3 years (required)

You will have IT experience, and ideally in a similar fast paced MSP environment. This role may suit someone who has the technical experience and some management experience looking for a fresh challenge.

**Salary**: £30,000.00-£40,000.00 per year

**Benefits**:

- Company events
- Company pension
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- Technical support: 3 years (preferred)
- Customer service: 1 year (preferred)

Ability to Commute:

- Ringwood (required)

Ability to Relocate:

- Ringwood: Relocate before starting work (required)

Work Location: In person


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