Helpdesk Manager

Contract Type: Permanent

Salary: Up to £45,000

The Role:

·Management of operational performance of the helpdesk providing support to clients and direct managerial responsibility for the team under their control

·The helpdesk manager is responsible for the day-to-day operation of the helpdesk, including resolving and developing the knowledge base and providing a superior level of customer service.

·The role will require hands on technical support and resource management.

·The role covers support of a range of IT equipment, networks and communication services.

·The primary focus of the helpdesk manager is to co-ordinate and facilitate the rapid resolution of incidents and timely response to service requests impacting our customers business operations.

What the company is looking for in the successful candidate:

·Managerial experience in an extended service helpdesk environment with transferable helpdesk management skills

·Effective planning and organisational skills in a helpdesk environment – knowledge of 1st and 2nd line operations with ability to manage multiple conflicting priorities and deadlines

·Strong leadership skills to provide direction, motivation and development to the team – overall aim of providing effective helpdesk and technical services processes and excellent customer care

·Effective interpersonal skills, with ability to build rapport with customers/staff/other parties

·Effective high level communication skills both verbal and written to communicate effectively at all levels of the organization

·Knowledge and experience of using call handling systems

·High levels of computer literacy – Microsoft Office programs and use of project management software

·Qualified to degree level or NVQ level 3 or 4 management or qualified by experience

Petrie Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.