IT Helpdesk Manager
Posted today by Kirkland Associates
£42,000 - £45,000
Permanent role
IT Helpdesk Manager - The Role:
- Supervising and mentoring the IT helpdesk team, providing guidance, support and training
- Responsible for monitoring and managing the helpdesk ticketing system, ensuring timely resolution of issues in accordance with the firm’s service level agreement (SLA)
- To develop and implement helpdesk policies, procedures, and best practices
- To produce and analyse a report on helpdesk performance metrics each month
- Addressing escalated technical issues and identifying problem trends
- To coordinate with other IT Teams to ensure seamless support
- Addressing escalated technical issues and provide solutions
- Manage and maintain the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm
- Responsible for the maintenance of the hardware and software inventories
- Reviewing the firms SPAM filter/Email Hold queues and releasing/blocking emails as appropriate
- To effectively manage approved third party suppliers and vendors
- Monitoring the backup systems and, where necessary, escalating any issues with the Infrastructure team
- Knowledge/understanding of IT packages such as Microsoft Office, Microsoft Windows, etc.
- Knowledge/understanding of IT and audio visual systems including, but not limited to, computers, laptops, servers, and mobile devices.
- Strong communication skills to effectively communicate with stakeholders at all levels.
- Must demonstrate a desire to pursue a career in IT.
- Ability to work professionally and independently, taking responsibility and initiative as appropriate.
- Demonstrates a productive and organised approach to their work.
- Works effectively with customers, clients and users.
- Excellent attention to detail and confidentiality.
- Ability to work on own initiative and as part of a team
- Type:
- Permanent
- Contract Length:
- N/A
- Contact Name:
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- Telephone:
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- Job Reference:
- 1556842994
- Job ID:
- 222490787
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