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IT Helpdesk Manager

Focus Resourcing
Job LocationCardiff
EducationNot Mentioned
Salary£40,000 - £45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Our established client on the outskirts of Cardiff are recruiting for an experienced IT Helpdesk Manager to join them in the next part of their growth.In this exciting and challenging role, you will be responsible for the management and day to day delivery of the companys end customer IT helpdesk. You will manage the resolving of Level 1 and 2 incidents and develop the teams knowledge base, adherence to ITIL processes in order to provide a superior level of customer service.The role will require a hands-on understanding of technical support and resource management as well as ITIL, and you will co-ordinate the resolution of incidents, providing business critical information and ensuring timely response to end user customers.Key Responsibilities:

  • People management of the IT helpdesk team to ensure customer requirements are met on time and to quality standards.
  • Ensure the team operate within the agreed call succession processes in accordance with ITIL principles.
  • Provide business critical data to ensure the department is operating effectively.
  • Responsible for the allocation of the resources; determining overtime, leave and rota requirements, along with the recruitment, support, and development of department staff.
  • Carry out the annual appraisals and monthly one to one meetings to ensure that all team members receive feedback and identify learning and development needs.
  • Ensure that personal training plans are developed and implemented.
  • Lead regular team meetings to discuss ideas and contribute to on-going continuous improvement initiatives
  • Manage and support the maintenance of staff morale within the department.
  • Conduct disciplinary / grievance investigations and take any appropriate actions in accordance with company policy and procedures.
  • Manage ITIL processes for incidents, problems and change management.
  • Report the performance of the service management system, in line with the ISO20000 standards to senior management.
  • Monitor all incidents and ensure timely resolution, or immediate escalation if not possible.
  • Ensure that communications to key stakeholders are provided in a concise and timely manner.
  • Ensure incoming calls to the helpdesk, via a number of forums such as telephone, portal, and e-mail, are maintained.
  • Co-ordinate/perform the 1st or 2nd line support of customer tickets as appropriate including network issues, installing and upgrading software, implementing file back-ups, and configuring systems and applications.
  • Set the standard for all IT Helpdesk telephone incidents and measure to ensure they are dealt with in accordance with service level targets.
  • Organise meetings with other departments to facilitate training and development of the staff.
  • Manage the complaints procedure, minimising negative customer impact and cost implications to the business.
    • Skills, Experience & Qualifications:
  • Managerial experience in an extended service helpdesk environment
  • 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
  • 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 organisation
  • 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
  • Project Management qualification and experience (Prince 2 or ITIL V3 Foundation/Practitioner)
  • Demonstrate previous experience of developing/implementing customer service performance indicators
  • Professional, smart, and calm approach
  • Diplomatic approach in handling partner organisations
  • Self-motivated with ability to organise/prioritise work to meet departments needs in timely manner
  • Logical and methodical thinking, to make decisions on behalf of the business
    • Our client offer an excellent working environment where collaboration and personal development are highly encouraged. You will also receive a very competitive salary and a comprehensive company benefits package.

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