Helpdesk Operations Manager

3 weeks ago


Bristol, Bristol, United Kingdom Redefined Ltd Full time
Helpdesk Operations Manager

Redefined Ltd is seeking an experienced Helpdesk Operations Manager to lead the IT Service Desk team and ensure effective technical support for our global users.

Key Responsibilities:
  • Technical Support: Oversee the delivery of high-quality technical support via telephone, email, and remote access to users of IT systems across multiple international sites within established and strict SLA's & KPI's.
  • Guru Bar Support: Manage the resourcing of the Guru Bar, an IT user-facing facility providing assistance for any IT-related issues.
  • Incident Closure: Drive timely and quality incident closure, focusing on first-time fixes where possible and escalation to the next level when necessary.
  • Process Improvement: Collaborate with the IT Services team to review and improve existing processes.
  • Knowledge Sharing: Disseminate skills and knowledge throughout the Technology Services team and work collaboratively with other IT team members to distribute workload effectively.
  • Advancements in Technology: Stay current with technological advancements, new software, and hardware to advise clients and other employees.
Requirements:
  • Strong Technical Background: Proven technical expertise in a Microsoft environment with a high level of problem-solving, including Windows 10, MS Azure, Active Directory, Microsoft Office suite/365, and Microsoft Exchange 16/Exchange Online.
  • Remote Access Experience: Experience of Remote Access/flexible working support.
  • Workflow Experience: Familiarity with workflows and helpdesk business service tools, including incident/case management systems.
Compensation Package:

We offer a competitive compensation package.

$75,000 - $95,000 per annum, depending on experience.



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