IT Helpdesk Manager

Serveline IT Ltd; Stourton; On-site; GBP 30,000 - 45,000; Full time

Job summary

An IT Managed Service Provider in Stourton seeks an IT Helpdesk Manager to lead their Customer Helpdesk team. The role involves providing high-quality remote IT support, supervising the team, and ensuring that all customer support requests are resolved within SLA. Ideal candidates will have experience in technical support, excellent communication skills, and a can-do attitude. The role also requires managing resources effectively and maintaining customer documentation.

Qualifications

• Experience in a technical support role.
• Ability to communicate effectively with customers.
• Willingness to achieve Microsoft accreditation.

Responsibilities

• Ensure support requests are addressed within SLA.
• Supervise and mentor first-line Support Team members.
• Manage workloads and helpdesk coverage effectively.
• Provide technical support and troubleshooting.
• Maintain clear communication with customers throughout support requests.

Skills

Microsoft Windows Operating Systems

Microsoft Office Applications

Windows Server Administration

Microsoft 365 Services

IT Infrastructure Knowledge

Team Supervision

Excellent Communication Skills

Problem Solving

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.
• Managing 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.
• Ensuring that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member.
• Ensuring that communication with the customer is maintained throughout the support request lifecycle, keeping them informed through to resolution.
• Providing 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.