Helpdesk Manager

Job Description

Due to continued, double-digit growth during 2021, Concerto is seeking an experienced hands-on Helpdesk Manager to take ownership for the Customer Helpdesk team based in Warrington. You will join us on apermanent, full-time basis and in return, you will receive a competitive salary of £40,000 - £50,000 per annum.Bellrock Property & Facilities Management Ltd provides specialist risk focussed workplace management and property management services to a wide range of complex and sophisticated clients throughout the UK. Operating in the corporate, healthcare,education, retail & leisure and local authority & central government sectors, we create and implement bespoke solutions to improve the performance and value derived from non-core activity.As part of our continued growth, the opportunity has arisen for the Helpdesk Manager based in Warrington. Part of the Bellrock Group, Concerto has been a market-disrupting innovator of cloud-based software since 2004, delivering market-leading CAFM/IWMSsolutions. Based in Stockton Heath, Warrington and Leicester, our technology is trusted by household names, such as John Lewis & Waitrose, Wagamama and University of Oxford, along with many other blue-chip and public sector organisations who rely on our technologyto monitor and manage all aspects of property asset information, processes, and risk.Concerto is a well-established business with a solid financial base but has the agile mindset of a start-up. Having proven our technology in a highly competitive landscape and recently acquired new owners/investment, Concerto has plans to scale the businesssignificantly.Hours to be worked: 40per week, MondayFridayAs our Helpdesk Manager, you will provide excellent customer service to Concerto customers and internal staff and achieve targets outlined in Customer SLAs. You will also be responsible for the Helpdesk function and all Helpdesk analystsand will remotely assist our customers in both the Concerto cloud-based software offering and on-premises solutions at our customers sites.As this is a hands-on role you will be expected to offer technical advice and support in relation to the Concerto product, whilst logging incidents and requests on behalf of customers and ensuring compliance with policies and processes. In addition, youwill be required to liaise with other members of the Concerto team to ensure the timely resolution of incidents, ensuring that SLAs are met.Your key accountabilities as our Helpdesk Manager will include:

• Becoming an expert in the Concerto product and FM best practises/processes
• Training, Management and Supervision of all Helpdesk Analysts ensuring they meet required targets and follow agreed processes
• Ensuring Helpdesk processes align with industry best practise and technology allows for simple but effective SLA reporting/metrics
• Building strong working relationships with customers and introducing a customer feedback mechanism
• Hands on Troubleshooting and Resolving of complex technical/software issues
• Overseeing the deployment of customer software patches/fixes with minimal impact to customers
• Management of any customer complaints/escalations
• Effectively communicate with internal teams, enabling timely customer communications
• Management and possible escalation of major incidents and issues
• Ensuring documentation and ticket information is relevant and up to date
• Performing updates to the Concerto software
• SQL Database administration and running SQL queries

What we are looking for in our ideal Helpdesk Manager:Qualifications/Skills

• 5 GCSEs A-C including Maths / English
• A Level Computer Science (or similar)
• Technical Degree (or similar e.g. Microsoft Certified Desktop Support Technician)
• Excellent written and verbal communication skills
• Customer-service oriented with a technical problem-solving capability

Experience

• 5 Years of Commercial Experience managing a Helpdesk team in a SaaS software environment
• Worked in technical troubleshooting role with complex software product
• Experience working in a fast paced commercial environment
• SQL server experience to perform backups, restores and run queries
• Windows Server experience, including IIS configuration

As our Help Desk Operative, we will reward you and your hard work with:

• 25 days holiday per year + bank holidays (pro rata)
• Contributed Pension scheme
• Company retail discount scheme

If you are interested in becoming our Helpdesk Manager, click apply today - wed love to hear from you!All INTERNAL APPLICANTS MUST ADVISE THEIR LINE MANAGER PRIOR TO APPLYING TO HR.