Helpdesk Manager Position

3 weeks ago


Telford, Telford and Wrekin, United Kingdom In Technology Group Limited Full time
Job Overview:
We are seeking an exceptional Helpdesk Manager to join our team at In Technology Group Limited in Telford, UK. As a seasoned IT professional, you will be responsible for leading our service desk team and driving process enhancement to boost efficiency and service quality.

Key Responsibilities:
This role involves managing a team of helpdesk technicians, ensuring seamless day-to-day operations and high client satisfaction. You will set and maintain Service Level Agreements (SLAs) to guarantee timely issue resolution and system uptime. Additionally, you will serve as the escalation point for complex technical issues, providing expert guidance and support. Performance metrics analysis will enable you to optimize team performance and identify areas for improvement. You will also drive process enhancement and implement best practices to enhance team efficiency and service quality.

Requirements:
To be successful in this role, you must have proven experience managing an IT helpdesk, preferably in a Managed Service Provider (MSP) environment. Natural leadership skills, with a talent for mentoring and motivating teams to excel, are essential. Excellent communication abilities, with the capacity to translate technical jargon into clear, concise language for clients and team members alike, are required. In-depth knowledge of ticketing systems, SLA management, and helpdesk workflows is necessary. A customer-centric mindset, committed to delivering swift and effective solutions, is crucial.

Benefits:
A competitive salary up to £45,000 per annum.
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