IT Technical Support Operations Manager

1 month ago


Wakefield, Wakefield, United Kingdom Interface Recruitment UK Full time

Interface Recruitment UK is seeking a highly experienced IT Helpdesk Manager to oversee the delivery of technical support services to staff. With a salary range of £50,000-£60,000 per annum and a location in Leeds, this role offers a unique opportunity to develop innovative ways of working and drive efficiency.

Key Responsibilities
  • To provide a timely and quality technical support service to staff, ensuring a consistent high level of service delivery.
  • Manage the day-to-day operations of the global Help Desk, overseeing call management, performance, and efficiency.
  • Liaise with stakeholders to build positive working relationships and communicate effectively with operational leads and office managers.
  • Develop and enforce technical standards, systems, policies, and procedures to maintain high service standards.

This role requires a strong leader who can motivate and develop team members, communicate effectively, and monitor support calls to identify trends and gaps. The successful candidate will be responsible for monitoring daily backups, managing the asset database, and software register, as well as introducing innovative ways of working/troubleshooting to reduce downtime.

Requirements
  • A minimum of 3 years' experience in a similar role, supporting 6000+ staff, and 3 years' hands-on experience in a technical support role.
  • Experience of call allocations and prioritization, developing IT processes, workflows, and automation.
  • Strong leadership skills, effective communication, and ability to work within a global team.
Working Environment

This role is based in Leeds and requires out-of-hours monitoring and support. The successful candidate will have the opportunity to work with a talented team and contribute to the development of innovative solutions to improve service delivery.



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