LB247 - IT Helpdesk Manager

Location: Bolton

Salary: £DOE

Overview:

First Military Recruitment are currently seeking an IT Helpdesk Manager on behalf of one of our clients.

You will have responsibility for managing a team of Desktop Support Technicians (DST’S) who provide support to more than 1800 users across the UK. Our client encourages applications from ex-military personnel however all candidates will be given due consideration.

Duties and Responsibilities:

• To lead and motivate the Desktop Support Team (DST) ensuring the required work is completed within the set business expectations.
• To manage all DST’s ensuring all business SLA’s and KPI’s are always achieved.
• To develop a knowledge based shared framework to avoid single points of failure.
• To develop the DST’s to ensure there is an equal balance of customer focus and technical ability.
• To effectively manage, appraise and develop all DST’S.
• To motivate and performance manage all DST’S in line with the businesses expectations.
• To ensure the smooth operational running of the help desk at all times.
• To observe, feedback and analyse support calls to develop the DST and prevent future problems.
• To continually review, define and rewrite all Desktop Support Technicians procedures.
• To actively manage all customer issues and manage the whole escalation process effectively.
• To act as the first liaison point to all customer complaints.
• Continually account manage all existing customers to ensure a high level of retention is achieved.
• To identify opportunities for service improvement and make recommendations.

Skills and Qualifications:

• Comptia Network+.
• Excellent knowledge of Windows 10 and above, Mail Server and Microsoft Office suites.
• Candidates must have a fundamental knowledge of networking i.e. TCP/IP, LAN & WAN and their components.
• Knowledge of antivirus solutions, firewalls and web content access control.
• Experience of installing and configuring Windows Server 12 and above.
• Excellent time management skills with the ability to prioritise workload according to others needs.
• Excellent customer service and communication skills in order to deal with the needs of the business politely and efficiently.
• Willingness and enthusiasm to continually develop technical skills in line with the needs of the business.
• A proactive, confident, hardworking individual possessing excellent communication skills and a methodical approach to work.
• Ability to work on own initiative and prioritise work, whilst maintaining high standards at all times. Be motivated by achievement of personal targets and success.