IT Helpdesk Manager

19 hours ago

Stafford, United Kingdom Serveline IT Ltd Full time

IT Helpdesk Manager - Kinver, DY7 Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers. As the manager of the Customer Helpdesk and first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver. Duties and Responsibilities Ensuring that all support requests are responded to and resolved within SLA and customer expectation Providing supervision, coaching and mentoring to all members of the first-line Support Team, carrying out regular one-to-one sessions and working with individuals to address areas for improvement and recognising outstanding performance. Acting as a role model and coach to all members of the team, leading by example, to demonstrate high standards of performance and customer service. Manage the balance of resources across the day, ensuring that workloads/service requests are correctly prioritised and helpdesk coverage is scheduled appropriately. Acting as the initial point of contact for the team with the aim of reducing the need for escalation to the wider management team. Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution Phone based and hands‑on technical/desktop support and general troubleshooting Liaising with 3rd party companies as required Producing and maintaining support and customer documentation Driving resolutions where necessary Ensuring customer requirements are met, root cause issues are investigated and resolved Having knowledge and experience in the following areas: PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications Windows Server and Active Directory administration Microsoft 365 Services Broad understanding of IT Infrastructure, including networks, email systems and Cloud-based IT solutions Previous staff and team supervision Personal Qualities: Have a professional and can‑do attitude with colleagues and customers Possess excellent communications skills Be able to work independently and as part of a team Be able to work under pressure Be self‑motivated and have the ability to motivate others Demonstrate a methodical and structured approach to work Have a commitment to quality, and actively seek improvements to work methods and processes Have the ability to deal with ambiguity Have the confidence to deal with people at all levels Have the ability to travel when required Have an interest in technology With our support, have the desire to achieve Microsoft accreditation #J-18808-Ljbffr

  • IT Helpdesk Manager: Lead First‑Line Support

    20 hours ago

    Stafford, United Kingdom Serveline IT Ltd Full time

    A Managed Service Provider is seeking an IT Helpdesk Manager in Stafford, UK. The successful candidate will oversee the Customer Helpdesk and ensure first-class support for customers. Responsibilities include managing support requests, supervising the first-line team, and maintaining communication throughout the support process. Ideal candidates will have...

  • Customer Helpdesk Advisor

    1 week ago

    Stafford, United Kingdom JLA Full time

    **Customer Helpdesk Advisor** We have a compelling vision to become one of the largest fire safety businesses in the UK. By bringing together our successful businesses and pooling our individual strengths we will build a business with an enviable service and product offering for both our existing and new customers. If you enjoy working with internal and...

  • Customer Helpdesk Advisor

    1 week ago

    Stafford, United Kingdom JLA Full time

    **Customer Helpdesk Advisor - 37.5 hours a week** We have a compelling vision to become one of the largest fire safety businesses in the UK. By bringing together our successful businesses and pooling our individual strengths we will build a business with an enviable service and product offering for both our existing and new customers. If you enjoy working...

  • Helpdesk Support Analyst

    2 weeks ago

    Stafford, United Kingdom Winsearch Full time

    Overview Are you an IT enthusiast looking for a hands‑on role in a dynamic manufacturing environment? We are seeking a proactive IT Helpdesk Support Analyst to join our Birmingham team. This is your chance to be the first point of contact for IT support, work across systems, networks, and hardware, and contribute to keeping our operations running smoothly....

  • Group IT Infrastructure Manager

    4 days ago

    Stafford, United Kingdom Proftech Talent Full time

    Group IT Infrastructure Manager Our client based in Tamworth, is seeking a Group IT Infrastructure Manager to support over 300 users across sites in the UK, Ireland, Scotland and Dubai. You'll lead a team of skilled IT individuals, fostering a collaborative and service focused culture. From delivering large-scale infrastructure projects to ensuring the...

  • Helpdesk Dispatcher Apprenticeship

    3 weeks ago

    Stafford, United Kingdom Baltic Apprenticeships Careers Full time

    Kickstart Your Career in IT with EPX!Do you enjoy solving problems, helping people, and working with computers? EPX is looking for an IT Apprentice to join our friendly team. This is a great opportunity to learn hands-on skills, gain experience in the workplace, and start building a career in technology.At EPX, we help all kinds of businesses across the UK...

  • Helpdesk Dispatcher Apprenticeship

    4 weeks ago

    stafford, United Kingdom Baltic Apprenticeships Full time

    Kickstart Your Career in IT with EPX!Do you enjoy solving problems, helping people, and working with computers? EPX is looking for an IT Apprentice to join our friendly team. This is a great opportunity to learn hands-on skills, gain experience in the workplace, and start building a career in technology.At EPX, we help all kinds of businesses across the UK...

  • Helpdesk Dispatcher Apprenticeship

    2 weeks ago

    stafford, United Kingdom Baltic Apprenticeships Full time

    Kickstart Your Career in IT with EPX! Do you enjoy solving problems, helping people, and working with computers? EPX is looking for an IT Apprentice to join our friendly team. This is a great opportunity to learn hands-on skills, gain experience in the workplace, and start building a career in technology. At EPX, we help all kinds of businesses across the UK...

  • Helpdesk Dispatcher Apprenticeship

    3 weeks ago

    Stafford, United Kingdom Baltic Apprenticeships Full time

    Kickstart Your Career in IT with EPX!Do you enjoy solving problems, helping people, and working with computers? EPX is looking for an IT Apprentice to join our friendly team. This is a great opportunity to learn hands-on skills, gain experience in the workplace, and start building a career in technology.At EPX, we help all kinds of businesses across the UK...

  • Project Planner

    1 week ago

    Stafford, United Kingdom VIQU IT Full time

    P6 Project Planner Nuclear Hybrid (Stone, Staffordshire) Permanent Competitive Salary + Benefits Must be eligible for SC Clearance (British Born) VIQU has partnered with a leading engineering and technology integration company that delivers critical projects across energy, nuclear, renewables, water, and manufacturing. Their work optimises performance in...