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For Companies At a Glance
- Tasks: Lead a global Help Desk team, ensuring top-notch IT support for 6000+ staff.
- Company: Join a dynamic tech company in Leeds, driving innovation and support.
- Benefits: Enjoy a competitive salary, flexible hours, and opportunities for growth.
- Why this job: Be part of a collaborative culture that values your input and creativity.
- Qualifications: 3+ years in IT support; management experience is a plus.
- Other info: No formal degree required, but relevant experience is essential.
The predicted salary is between 40000 - 48000 £ per year.
- Salary: £50,000-£60,000
- Education Requirements: none but degree preferred or commercial exposure
- Experience Requirements: 3 plus years
- Industry: Technology
- Location: Leeds
- Qualifications: none required
- Responsibilities: see below list within spec
- Skills: see below list within spec
- Work Hours: 35 hours
Skills:
- All round Helpdesk Manager with at least 3 years’ experience in a similar role supporting 6000+ staff and 3 years hands-on experience in a technical support role. (management of a global team would be advantageous but not essential)
- Experience of call allocations and prioritisation
- Experience of developing IT processes, workflows and automation
Principal Duties, Responsibilities & Accountabilities:
The IT Help Desk Manager is required to oversee a timely delivery of a quality technical support service to staff. To provide a technical role within the business and to manage the day to day operations of the global Help Desk. To manage the Help Desk team and to ensure a consistent high level of service.
Responsibilities:
- Working within a global team in managing and providing all levels of IT Technical support, which range from user admin tasks such as setting up new users, password resets, through to setting up and installing new office kit at new office locations.
- Liaise with stakeholders in the business and build positive working relationships with the operational leads and office managers.
- Assist in managing, motivating and developing members of the Global IT Support team by communicating, supporting, coaching, monitoring and appraising.
- Development and enforcement of technical standards, systems, policies, and procedures.
- Management of the IT helpdesk environment, its performance, call management and efficiency whilst maintaining high service standards.
- Monitor support calls, identify trends and gaps and take appropriate steps to improve the quality of service delivery.
- Develop working practice with the support team to provide a high level of user support based on principles of first time fix.
- Introduce and develop innovative ways of working / troubleshooting to identify issues and reduce downtime.
- Monitoring of daily backups, management of the asset database and software register.
- Call logging & management including regular liaison with IT hardware maintenance providers.
- Out of hours monitoring and support.
- Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities).
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IT Helpdesk Manager - Enterprise Scale Exp. Required - REF 871 employer: Interface Recruitment UK
Contact Detail:
Interface Recruitment UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Manager - Enterprise Scale Exp. Required - REF 871
✨Tip Number 1
Make sure to highlight your experience in managing a helpdesk team, especially if you've worked with a large number of users. Mention any specific metrics or improvements you achieved in previous roles to showcase your impact.
✨Tip Number 2
Familiarize yourself with common IT support tools and processes, particularly those related to call allocation and prioritization. Being able to discuss these in detail during an interview will demonstrate your readiness for the role.
✨Tip Number 3
Prepare examples of how you've developed IT processes or workflows in the past. This could include automation techniques or innovative troubleshooting methods that improved service delivery.
✨Tip Number 4
Network with professionals in the industry, especially those who have experience in global IT support teams. They can provide insights and potentially refer you to opportunities within their organizations.
We think you need these skills to ace IT Helpdesk Manager - Enterprise Scale Exp. Required - REF 871
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing IT helpdesk teams, especially in environments supporting 6000+ staff. Include specific examples of your hands-on technical support experience and any relevant achievements.
Craft a Strong Cover Letter: In your cover letter, emphasize your management skills and experience in developing IT processes and workflows. Mention how you can contribute to maintaining high service standards and improving service delivery.
Showcase Relevant Experience: Detail your experience with call allocations, prioritization, and any innovative troubleshooting methods you've implemented. This will demonstrate your capability to manage the helpdesk environment effectively.
Highlight Soft Skills: Don't forget to mention your ability to build positive relationships with stakeholders and your experience in coaching and developing team members. These soft skills are crucial for the role of an IT Helpdesk Manager.
How to prepare for a job interview at Interface Recruitment UK
✨Showcase Your Experience
Make sure to highlight your 3+ years of experience in a similar role. Be prepared to discuss specific examples of how you've supported large teams and managed technical support operations.
✨Demonstrate Leadership Skills
Since the role involves managing a global team, emphasize your leadership abilities. Share experiences where you motivated and developed team members, and how you handled challenges within a team setting.
✨Discuss Process Improvement
Be ready to talk about your experience in developing IT processes, workflows, and automation. Provide examples of how you've identified trends and gaps in service delivery and implemented changes to improve efficiency.
✨Build Relationships
The job requires liaising with stakeholders and building positive relationships. Prepare to discuss how you've successfully collaborated with operational leads and office managers in previous roles.
