IT Helpdesk Manager

Serveline IT; Stourton; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading IT Managed Service Provider in Stourton is seeking an IT Helpdesk Manager to lead the Customer Helpdesk and Support Team. The manager will ensure that support requests are handled efficiently and effectively, maintaining communication with customers throughout the support process. Strong leadership, technical support experience, and excellent communication skills are essential for this role, as well as a passion for technology and a commitment to improvement.

Qualifications

• Experience in a technical support role for IT infrastructure.
• Prior experience with staff supervision.
• Able to maintain quality communication throughout support lifecycle.

Responsibilities

• Ensure all support requests are resolved within SLA.
• Supervise and mentor first-line Support Team members.
• Act as initial point of contact to minimize escalations.
• Provide both phone-based and hands-on technical support.
• Manage customer documentation and communication during support.

Skills

Microsoft Windows Operating Systems

Microsoft Office Applications

Windows Server and Active Directory

Microsoft 365 Services

IT Infrastructure understanding

Communication skills

Team supervision

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 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

Knowledge and Experience

• 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