IT Helpdesk Manager - Enterprise Scale Exp. Required - REF 811

Salary: £50,000
Education Requirements - none but degree preferred or commercial exposure
Experience Requirements - 3 plus years
Industry - Technology
Location: Horsforth, Leeds
Qualifications - none required
Responsibilities - see below list within spec
Skills -see below list within spec
Work Hours 35 hours
Skills:
All round Helpdesk Manager with at least 3 years’ experience in a similar role supporting 6000+ staff and 3 years hands-on experience in a technical support role. (management of a global team would be advantageous but not essential)
Experience of call allocations and prioritisation
Experience of developing IT processes, workflows and automation
Principal Duties, Responsibilities & Accountabilities:
The IT Help Desk Manager is required to oversee a timely delivery of a quality technical support service to staff. To provide a technical role within the business and to manage the day to day operations of the global Help Desk. To manage the Help Desk team and to ensure a consistent high level of service
Responsibilities
Working within a global team in managing and providing all levels of IT Technical support, which range from user admin tasks such as setting up new users, password resets, through to setting up and installing new office kit at new office locations.
Liaise with stakeholders in the business and build positive working relationships with the operational leads and office managers
Assist in managing, motivating and developing members of the Global IT Support team by communicating, supporting, coaching, monitoring and appraising
Development and enforcement of technical standards, systems, policies, and procedures
Management of the IT helpdesk environment, its performance, call management and efficiency whilst maintaining high service standards
Monitor support calls, identify trends and gaps and take appropriate steps to improve the quality of service delivery
Develop working practice with the support team to provide a high level of user support based on principles of first time fix
Introduce and develop innovative ways of working / troubleshooting to identify issues and reduce downtime
Monitoring of daily backups, management of the asset database and software register
Call logging & management including regular liaison with IT hardware maintenance providers
Out of hours monitoring and support
Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities)
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