Helpdesk Manager

**Location**: Chertsey, Surrey
**Contract**: Full time, Permanent
**Salary**: £32,000 - £45,000
Krome Technologies is a dynamic, people first technology consultancy delivering a wide portfolio of IT services and solutions across all industry sectors. Our core focus is assisting our clients with achieving their business goals through relevant and forward-thinkingtechnology solutions.
With passion, a high level of integrity along with proven success, we work with our clients as a trusted business partner, advising on how, with appropriate technology advancements, we can help achieve their current and projected business demands. Our talentedpeople drive us forward, and we believe in encouraging a strong culture of Community, Confidence, and Integrity.

**Responsibilities**:

- Oversee the First Line and Escalations Support Teams, ensuring team members are continuously working to Service Level Agreements (SLA’s)
- Oversee the 24/7 Out of hours operation and manage the helpdesk rota
- Complete weekly, monthly, and quarterly internal reports and meetings, providing feedback to Directors and First Line Support Engineers
- Provide 121 KPI feedback to First Line Engineers on a monthly basis
- Identify the need and assist with the arrangement of any relevant training required for team members
- Participate in Service Review calls alongside Business Managers to answer any service-related questions & liaise with clients to ensure service is of an exceptional standard
- Support the business with internal projects as required
- Work collaboratively with internal and external client teams to maintain and nurture longstanding trusted client relations
- Progress talented First line engineers into T2 teams
- Manage 1st line secondments and scheduling for a rotation
- Update and maintain Helpdesk processes and procedures
- Champion any ITSM changes and liaise with developers regarding bugs and improvements
- Present a monthly trend report to the technical director to identify problem tickets

**Requirements**:

- Strong leadership and management skills with a proven ability to lead effectively and calmly in a very fast-paced environment
- A collaborative nature with engaging communication skills - excellent written and spoken English essential
- Customer focused with the willingness to take ownership and responsibility of monitoring team performance, driving the team to meet customer’s needs
- Highly personable with great team player skills - the ability to interact with internal and external colleagues, clients and stakeholders at all levels, fairly and respectfully
- An understanding of some or all of the following; Networking (TCP/IP), Firewalls, Servers, Active Directory, Exchange, VMware, vSphere, Hyper-V, SAN, Veeam, Citrix, SQL Server, Microsoft 365
- Passionate about continuous improvement of service, enhancing team performance and nurturing team members skills
- A positive and proactive attitude with strong problem-solving skills and the willingness to be flexible and responsive to all work and project requests in an agile environment
- The ability to create comprehensive reports in a timely manner
- Demonstrate sound business acumen with an excellent understanding of how to develop and retain new business, network, and create new opportunities for growth
This is a Monday to Friday role (9am - 6pm) but some flexibility may be required to oversee the 24/7 team members now and again

**Benefits**:

- 4% Employer Pension Contribution
- Flexible Annual Leave Package (Increasing with Length of Service)
- Employee Assistance Programme
- Learning and Development Programme, aimed to support Career Progression
- Monthly Employee Recognition Awards (Extra Days Holiday / Amazon Voucher Rewards)
- Long Service Awards for 5, 10, 15 years+
- Discounted Corporate Gym Membership
- Cycle to Work Scheme
- Modern, Open Plan, Office Environment
- Staff Break Out Room with Pool Table
- Complimentary Tea/Coffee and Fresh Fruit
- Fully Stocked Beer/Wine Fridge for Friday After Work Drinks
- Shower Facilities
- Free Private Car Park
- Dedicated internal Culture team committed to enhancing the overall employee experience, including organising frequent social events throughout the year and company funded participation in our charity partner activities/events
**Inclusion & Diversity**
Krome Technologies is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment free from discrimination, where all employees are treated with dignity and respect. All aspects of employment at Krome includingthe decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mentaldisability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression or veteran status.
You may have experience of the following: Service Desk Manager, IT Support Manager, Support Team Leader, 1st Line Support, 2nd Line Support, Service Desk Manager, Helpdesk Manager, Technical Support Manager, etc.
Ref: 137 709