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Helpdesk Manager (Shifts)

Job LocationManchester
EducationNot Mentioned
Salary£40,000 - £50,000 per annum, negotiable, inc benef
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Salary will be completely negotiable and dependent on relevant background and experience and will include growing company benefits.The client, a growing technology business with lots of opportunity to develop a career and based in central Manchester are seeking a Helpdesk Manager to join their team at this exciting time of growth. Purpose of the role:Everyone within the support team strives to meet the core principles of:

  • Delivering onPromises
  • Drive CustomerSuccess
  • PrioritiseEffectively
  • Search Out RepeatIssues
  • Fix RouteCause
  • Professional at alltimes
  • Deliver Quality everytime
  • Which will help deliver on the goal of providing the Best Support in the IndustryResponsibilities
  • Ensure that all Support channels are manned 24 x7
  • This will involve regular night shifts and some weekendwork
  • Manage the Helpdesk Team and evaluateperformance
  • Set specific SLA standards
  • Ensure ITIL processes are implemented and followed
  • Establish best practices through the entire technical support process
  • Follow up with customers to identify areas of improvement
  • Develop daily, weekly and monthly reports on help desk team’s productivity
  • Provide customer feedback to the appropriate internal teams, like product developers
  • Requirements & ExperienceDesirable
  • Proven work experience as a Help Desk Manager
  • Hands on experience with help desk and remote control software
  • Solid technical background with an ability to give instructions to a non technical audience
  • Customer service oriented with a problem solving attitude
  • Excellent written and verbal communication skills
  • Team management skills
  • Nice to have
  • 24x7 support implementation experience
  • BSc degree in Computer Science, Information Technology or relevant field
  • Saas Background
  • This is a fantastic opportunity to join an already successful business as it continues to grow, and you can be a big part of that journey.

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