IT Helpdesk Manager

IT Helpdesk Manager - Chobham - Salary dependent on experience - Great Opportunity

Role: IT Helpdesk Manager
Location: Chobham
Salary: Dependent on experience

We are a recruitment agency looking for an experienced IT Helpdesk Manager to join a local MSP based in Chobham. The successful candidate will be responsible for ensuring all systems run smoothly, developing strategies for system security and reliability, and staying up to date on the latest technologies.

About the role:

Manage a team of great, ambitious engineers
Monitor and track Key Performance Indicators
Build and maintain customer relationships, proactively addressing and resolving issues while ensuring clear communication throughout the service lifecycle.
Ensure services are delivered in line with agreed Service Level Agreements (SLAs).
Track and analyse key performance indicators (KPIs) to assess service quality and pinpoint areas for enhancement.
Work closely with internal technical teams to provide customized IT solutions to clients.
Efficiently manage budgets and resources to achieve cost-effective service delivery.
Identify and implement process enhancements to boost service delivery efficiency.
Serve as the main point of contact for assigned clients, building strong relationships and ensuring their satisfaction.
Maintain strong relationships with internal stakeholders to ensure smooth service delivery across the organization.
Spot opportunities for upselling and cross-selling IT support services to existing clients based on their evolving needs.
Manage and mitigate risks related to service delivery.
The successful candidate will have:

Bachelor's degree in Information Technology, Computer Science, or a related field.
Previous experience in Management within an MSP environment
Strong leadership and team management abilities.
Proven track record of delivering exceptional customer service and managing client relationships effectively.
Extensive technical knowledge of IT infrastructure, hardware, software, and networking concepts.
Proactive and self-motivated, with a passion for delivering high-quality IT support solutions.
Excellent problem-solving skills and the ability to handle challenging situations with professionalism.
Outstanding interpersonal and communication skills, with the ability to build rapport and trust with clients.
Familiarity with IT service management frameworks (e.g. ITIL) is desirable.
Strong analytical and project management skills.
Up-to-date with industry trends, emerging technologies, and IT best practices to provide expert advice and recommendations.
Proven ability to deliver high-quality services on time and within budget.
Strong organizational skills with the ability to manage multiple clients and prioritize tasks effectively.
Proficiency in using CRM systems and productivity tools
Does this sounds like a cup of your tea? If so, please apply now to be immediately considered for the position

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy