IT Helpdesk Manager

Serveline; Stourbridge; On-site; GBP 35,000 - 50,000; Full time

Job summary

An IT Managed Service Provider in the United Kingdom is seeking an IT Helpdesk Manager to lead their Customer Helpdesk and first-line Support Team. In this role, you will ensure that all support requests are handled efficiently and with high quality. Responsibilities include supervising staff, coaching team members, and managing customer service excellence. An ideal candidate brings strong technical support experience and leadership skills. This position offers a challenging environment within a dedicated team.

Qualifications

• Experience in managing a customer helpdesk and first-line support team.
• Proven ability to lead and mentor staff in a technical support environment.
• Strong understanding of IT Infrastructure support for SMEs.

Responsibilities

• Ensure all support requests are responded to and resolved within agreed SLAs.
• Supervise, coach and mentor first-line support team members.
• Manage and schedule helpdesk resources effectively.

Skills

Technical support experience

Supervision and coaching

Customer service excellence

Job description

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's 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...