IT Technical Helpdesk Manager

Job Description

IT Technical Helpdesk ManagerRole Overview IT Technical Help Desk ManagerPermanent LiverpoolExcellent Salary + BenefitsHere at Yodel, we deliver more than just parcels we deliver a great experience when it comes to your career too. We are recruiting an experienced Technical Helpdesk Manager to inspire, mentor and manage a team of Support Analysts. This is a critical supportrole, and you will be highly organised, personable, and knowledgeable in the provision of 24/7 customer, technical and operational support. The role is client and customer facing and will always require a professional approach and demeanour. What youll be doing As the IT Technical Help Desk Manager, you will actively promote a continuous service improvement ethos investigating all appropriate means to improve service levels. You will take into account financial constraints, and recommend new or revised policies,procedures, or technology investment by implementing specific proposals within scope of responsibility showing commitment and drive to achieve results and improve departmental and overall business effectiveness. In addition to this, you will be responsiblefor the following duties:

• Manage Major Incidents and support the Problem Management process by identifying and implementing improvements to prevent recurrence.
• Provide out-of-hours Duty Manager support (on rota) for Major Incident Management and Service Escalations
• Ensure that service requirements for each client area are determined and agreed with all customer groups/external service providers to meet the business needs of the organisation in terms of cost effectiveness, standards, quality, efficiency, and performanceagainst agreed service levels and service improvement targets
• Conduct regular service reviews with the IT service providers to monitor and manage performance
• Responsible for the ongoing management of service levels and support the production of associated performance reporting. Monitors the levels of service achieved, ensuring that detailed metrics and records are kept and that appropriate processes are followed,including root cause analysis
• Within financial controls and contracts ensure optimisation and continuous development and improvement of 3rd party services and their performance
• Support colleagues in negotiating with clients/users, specialists, other staff, and suppliers in respect of emergencies, withdrawal of services, routine and unscheduled maintenance, and the introduction of major amendments to the provision of services
• Work with development teams, project delivery functions and third-party vendors to ensure the delivery into production of new or upgraded software applications and infrastructure changes are carried out according to agreed quality processes and schedules
• Deliver all services in line with ITIL principles and frameworks ensuring risks and impacts have been properly understood, sufficiently mitigated, and robustly documented
• Ensure compliance with relevant standards e.g., ITIL, ISO17799, COBIT, and internal and external auditing authorities, taking timely actions to remediate deficiencies and address key risk areas
• Ensure effective communication, outside of the standard process, with key customer contacts during Major Incidents, Changes and Releases as required
• Participate in reviews of the performance of designated 3rd Party Suppliers as required
• Creation of high-quality Executive and Board level reporting information
• Build strong, productive working relationships with business areas, third parties and client organisations.
• Measure customer satisfaction and identify trends and opportunities to identify and implement improvements based on CSAT data
• Maintenance and development of relationships with IT Support Groups, Service Transition, Service Delivery, and Incident Management to assist with the timely resolution of reported issues

What you need to show us The successful IT Technical Help Desk Manager, will have experience in actively participating within a team of Service Management Professionals, supporting the shared vision for the department which seamlessly integrates with the wider IT Service & Operationsfunction. You will provide regular communication, giving clear direction and guidance to colleagues. As well as these duties, you will be responsible for the following:

• Proven experience in a Management role in an IT Service Desk/Technical Helpdesk or Operational Bridge support within a fast paced and rapidly changing environment.
• ITIL qualified to Expert Level or equivalent
• Experience managing Major IT Incidents, including communications and update processes
• Proven stakeholder management skills and able to communicate clearly and effectively with all levels within the company, including Senior Management up to Executive level, both verbally and in written format
• Demonstrates a proficient level of interpersonal, communication, influencing and negotiating skills
• Demonstrates the ability to delegate effectively to more technical staff, whilst maintaining overall control.
• Experience of collaborating with suppliers, with at least 2 years working relationship third parties
• In depth knowledge of IT technologies and infrastructures
• Demonstrable understanding of Continual Service Improvement
• Experience of building and maintaining good working relationships with members of other IT support and development teams
• Experience in a role where it was necessary to be able to prioritise a range of different tasks, managing own time whilst working to achieve targets and deadlines
• Experience working with Service Transition and IT Change Management
• Detailed knowledge of IT infrastructure
• Significant and proven Service Management experience
• Experience of working in an ITIL compliant environment
• MCSA, MCDST, MCITP and/or Management Qualification
• Skilled in troubleshooting of the following technologies MS Windows, TCP/IP Networking, MS Office, Office365, MS Exchange, MS Remote Desktop Services and Active Directory
• Easily adaptable to identifying with use of the software products or platforms used within large, complex IT environments
• You will be flexible to work on an on-call shift pattern and be able to commit to some weekend working too

Why work with usThis is a fantastic opportunity for an IT Technical Help Desk Manager that enjoys working in a fast-paced business where no two days