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Helpdesk Manager/ Service Desk Manager

Helpdesk Manager/ Service Desk Manager

  • Location

    West Bromwich, West Midlands

  • Sector:

    Help Desk

  • Job type:

    Permanent

  • Salary:

    £28000 - £35000 per annum

  • Contact:

    Christina Papageorgi

  • Email:

    christina.papageorgi@mortimerspinks.com

  • Job ref:

    25264/001_1555510335

  • Published:

    3 months ago

  • Expiry date:

    2019-05-17

  • Consultant:

    #

Helpdesk Manager/ Service Desk Manager- Birmingham/West Bromwich/ West Midlands

This is a position for a helpdesk manager/ Service Desk Manager to manage a team of 6.

The Technical Helpdesk Manager will work closely and take joint responsibility with the Projects and Installations Manager and the Head of Cloud Services, to ensure the smooth operation of the department and the efficient allocation of resources at all times.

Help Desk

  • Oversee the allocation of incoming support requests and work orders

  • Manage Help Desk requests to ensure SLAs are met

  • Ensure a fast and efficient response to calls and customer queries

  • Day to day management of the helpdesk support team

  • Manage the escalation of issues within the Technical Team

  • Ensure tickets are updated promptly and to a high standard

Customer Service

  • Manage customer expectations

  • Building strong relationships with customer contacts

  • Ability to keep customers calm and have difficult conversations

  • Manage incident response to customers

  • Refer sales queries and opportunities to the sales team

  • Give regular updates to customers to ensure a high level of customer service is maintained

Quality and Continuous Improvement

  • Create checks and work flows to ensure processes are followed and quality achieved

  • Analyse performance of systems and team members to benchmark and maintain standards

  • Report to Senior Management any problems or situations that could affect the business

  • Review performance and find opportunities for short term and long term improvement

  • Work with the Quality Manager to ensure a smooth and quality driven service is provided at all times

Administration

  • Coordinate the distribution of customer reports

  • Prepare agendas and chair technical meetings

  • Pass information to HR Manager relating to technical team absence and annual leave

  • Book technical site visits and keep company diary up to date

  • Produce key reports for Senior Management

Workshop Responsibilities

  • Ensure technical workspace is always tidy, safe and well organised

  • Manage computer equipment disposal and recycling

  • Manage team resources e.g. PPE, tools etc.

  • Maintain Support Team rotas and ensure cover is always available

  • Maintain standards of work, standardisation methods, processes and procedures

If this sounds like you please apply immediately

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