Helpdesk Manager

3 weeks ago


Witney, United Kingdom Xact Placements Limited Full time

IT Helpdesk Manager

Location: Oxfordshire, office/home/client sites

This is a Monday - Friday 8:30 to 5:00 pm role, but some flexibility may be required.

**Responsibilities**:

- Proactive management of the helpdesk identifying opportunities for improvement to processes and procedures
- Review and manage KPIs
- Review and monitor SLAs
- Manage and produce customer reports
- Motivate and manage 1st and 2nd line helpdesk staff
- Lead by example, sharing knowledge and mentoring junior team members
- Continual development of the helpdesk (Autotask), create templates, dashboards, reports, surveys, automated workflow rules
- Continual development of Datto RMM
- Create, review and improve helpdesk procedures
- Manage the internal knowledge base
- Be an escalation point for complex tickets
- Deliver an exceptional standard of customer service
- Prioritising workloads and complete service desk tickets in line with SLAs
- Ensuring documentation is accurate

**Required Skills**:

- Previous experience at a Helpdesk Team Leader or Manager level
- Strong leadership skills
- Excellent technical skills in providing remote and telephone support to 2nd and 3rd line level
- Highly personable with great teambuilding skills
- Exceptional verbal and written communication skills
- Exceptional customer service skills
- Extremely well organised
- Can do attitude with a willingness to share knowledge and encourage others to learn new skills
- Commercially aware with understanding of how to develop, and retain new business
- All Microsoft technologies

Desirable Skills:

- At least four years' experience in a similar role
- ITIL certifications
- Networking
- Storage

**Benefits**:

- Excellent opportunities for career development
- Fully funded training and exams
- Life insurance
- Phone and broadband allowance
- Company pension
- Company bonus scheme
- Monthly employee recognition awards
- 23 days holiday
- Long Service awards for 5, 10, 15 years+
- Flexible annual leave package (increasing with length of service)

Salary £40,000 to £50,000.



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