Global IT Service Desk Operations Manager

2 weeks ago


Leeds, Leeds, United Kingdom Interface Recruitment UK Full time

The IT Helpdesk is responsible for providing timely and professional technical support to end-users.

This role oversees and reports on the day-to-day operations of the global Help Desk environment.

Key responsibilities include managing the IT Helpdesk environment, providing management reports, overseeing help desk support staff, and enforcing technical standards.

  • Key Responsibilities:
  • Manage, maintain, and develop the IT Helpdesk environment (Freshservice).
  • Supervise and monitor all open tickets and identify overdue issues.
  • Provide guidance to the Global IT Support team relating to end-user support.

Requirements:

  • Minimum of 5 years' experience in a fast-paced end-user IT support environment.
  • Hands-on experience of operating a helpdesk environment, including call allocations, queue management, and problem determination.
  • Delivering a quality IT experience in-line with ITIL best practice.


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