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Job reference - 273
Location - St.Helens, Merseyside
Salary - £40,000 - £45,000
Job type - Permanent
A fantastic opportunity has arisen for an experienced Service Desk Manager to join a forward-thinking business that is going from strength to strength.
Salary - £40,000 - £45,000
As a Service Desk Manager you will lead and manage a team of established IT engineers. So we are looking for those with excellent leadership skills as well as a technical background.
As a Service Desk Manager, you will be charged with leading and managing a highly performing team, with a focus of developing from within to drive career progression and best overall performance.
Key experience required for a Service Desk Manager:
Must have experience handling client enquiries
Experience leading/managing a service desk team
Setting up new users
Password resets
Application issues; Microsoft office, Office 365, Sharepoint and Azure
Windows operating systems 7,8,10
Hardware knowledge
Basic network issues; connectivity
Internet issues; connectivity
Server administration experience
1st and 2nd line support experience
Experience with servers and routers/ networking
Key responsibilities for a Service Desk Manager:
Scheduling daily support tickets and alerts to 1st and 2nd line support engineers
Ensure that all helpdesk queries are answered and dealt with appropriately within the agreed service level to the client
Escalate more complex calls to an appropriate manager/Director for resolution
support the service desk team and provide 1st and 2nd line support when needed
Log calls and create tickets
keeping up-to-date client records
planning and managing team capacity/workload to balance staff development and operational needs.
quickly identify problems and engage processes to minimise impact
Interact with customers, staff and external third parties, quickly gaining the respect of others, both colleagues and customers at all levels.
To identify any trends with support tickets for individual clients and instigate a review meeting.
Maintain system and data backups
Maintain Internal infrastructure
Manage alerts boards
Inventory, hardware and software asset management
Monthly customer reporting and auditing
Mentor trainee network support engineer
Manage crisis situations, which may involve complex technical hardware or software problems
Attend necessary training courses in order to build competence in providing technical assistance and support to customers
So if you are a Service Desk Manager, looking for a new challenge and the opportunity to progress your career further, then please apply now.