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Helpdesk Manager job in Colchester

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Job Ref:  204780950
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
County/State:  Essex
City:  Colchester
Post Code:  CO2
Salary:  £35000 - £40000/annum
13/10/2016 03:41
Helpdesk Manager Near Colchester Salary Negotiable

The Company
Working for an established IT service provider the Helpdesk Manager will supervise a team who are responsible for delivering exceptional telephone, on-site and remote support service to a diverse range of SME's. The role is demanding and requires both management experience along with excellent technical skills to be able to lead from the front. If you are a quick, intelligent minded individual who has experience within a similar role then this could be the opportunity you have been waiting for.......

Job Role:
Manage a team of helpdesk engineers, performing daily catch-ups to identify any issues and tickets that need escalation; as well as developing the team through regular training sessions, monthly staff reviews and recruitment of new team members. You'll remain hands-on helping the team when needed and dealing with escalated tickets
Provide line management support and guidance to 1st Line, 2nd Line, 3rd Line and On-Site Engineers.
Recruitment of new staff for the service team.
Collecting and analysing metrics to enable the service desk to perform optimally.
Ensure Service Level Agreements are adhered to.
Liaise with customers and third party contractors
Ensure the Service Desk adheres to the ITIL standards, to provide maximum customer and staff satisfaction.
Write Processes and Procedures for helpdesk personnel
Manage the on boarding of staff
Put together training material and provide training
Lead a small team of 3rd line engineers on the service desk to efficiently resolve problem and high priority (P1) tickets.
Hold overall responsibility for the performance of the helpdesk and staff.

1st Line, 2nd Line and 3rd Line support experience
Management of staff in a helpdesk environment
Manage and maintain Microsoft Windows server and desktop infrastructure remotely
Able to develop and maintain excellent working relationships with clients
Experience of complex Troubleshooting and Networking configurations
Must have strong technical capabilities
Must have a full drivers licence

Please note that if you have not been contacted within 7 days your application for this position has been unsuccessful
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