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- Tasks: Lead and mentor a dynamic IT helpdesk team, managing daily operations and ticket resolutions.
- Company: Join a thriving tech company focused on innovative IT solutions and exceptional customer service.
- Benefits: Enjoy a collaborative work environment with opportunities for personal development and career growth.
- Why this job: Be part of a fast-paced team that values leadership, innovation, and continuous improvement in IT support.
- Qualifications: Strong technical background with leadership experience in IT support; ITIL knowledge is a plus.
- Other info: Office-based role in Stoke on Trent, with potential for inter-office collaboration across the UK.
The predicted salary is between 36000 - 60000 £ per year.
IT Help Desk Manager responsible for managing and mentoring a well-established, highly talented team of IT support helpdesk engineers providing 1st and 2nd line support. Ensuring the day-to-day efficient operation of the IT technical support team in a fast-paced, highly collaborative environment, generating around 4-5k tickets per month.
Techstack: Microsoft Techstack, Windows Servers, Active Directory, Office 365, Azure (mix of on-prem and cloud) and other technologies.
This role would suit someone with a strong technical background, a can-do attitude, and a proactive approach who can critically assess IT helpdesk operations, identify opportunities for improvement, and drive initiatives around automation and self-service solutions. Responsibilities include troubleshooting complex technical issues and providing solutions to high standards.
ITIL awareness is highly advantageous, as you will be implementing and managing ITIL best practices to ensure efficient incident, problem, and change management while ensuring compliance and continuously improving service delivery.
Previous leadership and hands-on management experience is essential as you will be responsible for the team's daily operations. You will organise regular performance reviews and create personal development plans for the IT support team members.
Working with all levels of the business to develop and maintain relationships, understanding colleagues' needs, and preparing and presenting reports on helpdesk performance, project status, and key initiatives to senior management.
This is an excellent opportunity for someone with great leadership abilities and previous experience of managing a large IT Support Team. A real leader who can motivate, inspire, drive, and encourage staff, working to deliver exceptional customer service and maintain high levels of SLA with both colleague and customer satisfaction.
Office-based role in Stoke on Trent; however, the client has offices throughout the UK.
Help Desk Manager employer: OCC Computer Personnel
Contact Detail:
OCC Computer Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager
✨Tip Number 1
Familiarise yourself with the Microsoft Techstack, especially Windows Servers, Active Directory, and Office 365. Being well-versed in these technologies will not only boost your confidence but also demonstrate your technical expertise during discussions.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Think about specific situations where you motivated your team or improved service delivery, as this will resonate well with our hiring managers.
✨Tip Number 3
Brush up on ITIL best practices, as they are crucial for this role. Understanding incident, problem, and change management processes will help you articulate how you can implement these practices effectively within our helpdesk operations.
✨Tip Number 4
Prepare to discuss your approach to performance reviews and personal development plans. Highlighting your strategies for nurturing talent and fostering a collaborative environment will show us that you're the right fit for leading our talented team.
We think you need these skills to ace Help Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing IT helpdesk teams, particularly focusing on your leadership skills and technical expertise with Microsoft technologies like O365, Azure, and Active Directory.
Craft a Compelling Cover Letter: In your cover letter, emphasise your proactive approach to improving IT helpdesk operations. Mention specific examples of how you've implemented ITIL best practices or driven initiatives that enhanced service delivery.
Showcase Your Technical Skills: Clearly outline your technical background in your application. Include any relevant certifications or training related to the Microsoft tech stack and ITIL, as these will strengthen your candidacy.
Demonstrate Leadership Experience: Highlight your previous leadership roles and your ability to mentor and develop team members. Provide examples of how you've motivated staff and improved team performance in a fast-paced environment.
How to prepare for a job interview at OCC Computer Personnel
✨Showcase Your Leadership Skills
As a Help Desk Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and motivating staff to achieve high performance.
✨Understand the Tech Stack
Familiarise yourself with the Microsoft Techstack mentioned in the job description. Be ready to discuss your experience with Windows Servers, Active Directory, Office 365, and Azure, as well as how you’ve used these technologies to improve helpdesk operations.
✨Emphasise ITIL Knowledge
Since ITIL awareness is highly advantageous for this role, brush up on ITIL best practices. Be prepared to discuss how you've implemented these practices in previous roles to enhance service delivery and incident management.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of complex technical issues you've resolved in the past and be ready to explain your thought process and the steps you took to reach a solution.
