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For Companies At a Glance
- Tasks: Lead and mentor the helpdesk team while ensuring top-notch customer service.
- Company: Absolutely PC is a legacy-focused IT support company dedicated to inspiring growth and impact.
- Benefits: Enjoy flexible hours, employee discounts, private medical and dental insurance, and more!
- Why this job: Join us to make a real difference in tech support and help shape future IT leaders.
- Qualifications: Experience in MSP helpdesk management and strong IT knowledge are key for this role.
- Other info: Be part of a mission to support 1000 young people into IT apprenticeships!
The predicted salary is between 36000 - 60000 £ per year.
Our Mission
We believe that work should be more than just work! It should be a place where you are inspired to become the best version of you, to help others achieve their goals and dreams and have an impact on the World as a whole.
At Absolutely PC we are different to other MSPs. We have 3 simple but equally testing goals:
- To be the best IT support company.
- To help our people be the best version of themselves.
- To support and help 1000 young people into IT apprenticeships….
- This is a massive goal for a small business but we believe it is possible.
Unlike most other businesses, we are building a legacy business – something that will have an impact for generations to come.
Job Summary
We are seeking an experienced IT Helpdesk Manager to develop our technical support team and ensure the delivery of exceptional customer service. The ideal candidate will possess strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical users. This role is crucial to improve and maintain the efficiency of our helpdesk operations, enhance our customer satisfaction and grow our business.
Responsibilities
- Lead and manage the helpdesk team, providing guidance, mentorship and support.
- Coordinate with the Projects and Security teams to help designate and implement new infrastructure and services.
- Implement and ensure the helpdesk team meet SLAs, ensuring timely response and resolution of support tickets.
- Help develop and maintain relevant and up to date knowledge base containing documentation of internal SOPs, internal technical processes, customer infrastructure and service, and public customer guides.
- Plan and implement ongoing training for team members to assist their professional development.
- Analyze helpdesk metrics and performance indicators to identify trends, bottlenecks, and areas for improvement.
Qualifications
- Proven experience in a MSP helpdesk, with previous managerial experience preferred.
- Strong understanding of IT including Servers, Networks, Security, Microsoft cloud technologies.
- Excellent communication skills with the ability to convey complex information clearly to diverse audiences.
- Proficiency in using helpdesk software such as Connectwise Manage, Datto RMM, IT Glue.
- A customer-focused mindset with a commitment to delivering outstanding service.
- Relevant certifications in IT support or management would be advantageous but are not mandatory.
Join us in this pivotal role where you can make a significant impact on our organisation’s technical support capabilities while fostering a culture of excellence within your team.
Benefits include:
Flexible working times
Company Pension
Employee Discounts
Free On-site Parking
Private Medical Insurance
Private Dental Insurance
Sick Pay
Additional Leave
Bereavement Leave
Company Events
IT Helpdesk Manager employer: Absolutely PC Ltd
Contact Detail:
Absolutely PC Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Manager
✨Tip Number 1
Showcase your leadership skills during the interview. Prepare examples of how you've successfully managed a team in the past, focusing on mentorship and support, as these are key aspects of the role.
✨Tip Number 2
Familiarize yourself with the specific helpdesk software mentioned in the job description, like Connectwise Manage and Datto RMM. Being able to discuss your experience with these tools will demonstrate your readiness for the position.
✨Tip Number 3
Prepare to discuss how you would analyze helpdesk metrics and performance indicators. Think about trends you've identified in previous roles and how you addressed them to improve service delivery.
✨Tip Number 4
Emphasize your customer-focused mindset. Be ready to share examples of how you've gone above and beyond to deliver outstanding service, as this aligns perfectly with the company's mission.
We think you need these skills to ace IT Helpdesk Manager
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Absolutely PC's mission and values. Highlight how your personal goals align with their vision of inspiring others and making a lasting impact.
Tailor Your CV: Make sure your CV reflects your experience in managing helpdesk teams and your technical expertise. Use specific examples that demonstrate your leadership skills and customer-focused mindset.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT support and your commitment to developing team members. Mention any relevant certifications and how they can contribute to the company's goals.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application materials are clear and concise. Use straightforward language to convey your experience in explaining complex IT concepts to diverse audiences.
How to prepare for a job interview at Absolutely PC Ltd
✨Show Your Leadership Skills
As an IT Helpdesk Manager, demonstrating your leadership abilities is crucial. Be prepared to share examples of how you've successfully led a team in the past, focusing on mentorship and support.
✨Communicate Clearly
Since the role requires effective communication with both technical and non-technical users, practice explaining complex IT concepts in simple terms. This will showcase your ability to bridge the gap between different audiences.
✨Highlight Customer Service Experience
Emphasize your commitment to outstanding customer service. Share specific instances where you improved customer satisfaction or resolved challenging issues, as this aligns with the company's mission.
✨Prepare for Technical Questions
Expect questions related to IT systems, helpdesk software, and performance metrics. Brush up on your knowledge of servers, networks, and Microsoft cloud technologies to confidently answer any technical inquiries.
