IT Support Manager

2 months ago

Wakefield, Wakefield, United Kingdom Interface Recruitment UK Full time
Job Title: IT Helpdesk Manager

We are seeking an experienced IT Helpdesk Manager to oversee the delivery of a high-quality technical support service to our staff. The successful candidate will be responsible for managing the day-to-day operations of the global Help Desk, including managing a team of IT support specialists.

Key Responsibilities:
  • Manage and provide all levels of IT technical support, including user admin tasks, password resets, and setting up new office kit at new office locations.
  • Liaise with stakeholders in the business and build positive working relationships with operational leads and office managers.
  • Assist in managing, motivating, and developing members of the Global IT Support team.
  • Develop and enforce technical standards, systems, policies, and procedures.
  • Monitor support calls, identify trends, and gaps, and take appropriate steps to improve the quality of service delivery.
  • Develop working practices with the support team to provide a high level of user support based on principles of first-time fix.
  • Introduce and develop innovative ways of working/troubleshooting to identify issues and reduce downtime.
  • Monitor daily backups, manage the asset database, and software register.
  • Call logging and management, including regular liaison with IT hardware maintenance providers.
  • Out-of-hours monitoring and support.

Requirements:

  • 3+ years' experience in a similar role, supporting 6000+ staff.
  • Hands-on experience in a technical support role.
  • Experience of call allocations and prioritization.
  • Experience of developing IT processes, workflows, and automation.

What We Offer:

  • A competitive salary of £50,000-£60,000.
  • A dynamic and supportive work environment.
  • Opportunities for career growth and development.

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