IT Helpdesk Manager - Enterprise Scale Exp. Required - REF 871

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:

• Oversee a timely delivery of a quality technical support service to staff.
• Provide a technical role within the business and manage the day-to-day operations of the global Help Desk.
• Manage the Help Desk team and ensure a consistent high level of service.
• Work within a global team in managing and providing all levels of IT Technical support, including user admin tasks such as setting up new users and password resets.
• Liaise with stakeholders in the business and build positive working relationships with operational leads and office managers.
• Assist in managing, motivating and developing members of the Global IT Support team.
• 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.
• Monitor daily backups, manage 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.