At a Glance
- Tasks: Lead and manage the IT Helpdesk team to deliver top-notch technical support.
- Company: Join Scrivens Opticians & Hearing Care, a leader in retail healthcare.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Dynamic office environment with potential for career advancement.
- Why this job: Make a real impact by improving IT support services and processes.
- Qualifications: Experience in managing IT Helpdesk teams and strong problem-solving skills.
The predicted salary is between 36000 - 60000 £ per year.
Job Purpose
To lead and manage the IT Helpdesk team, ensuring the delivery of high-quality technical support services to internal users. The role involves overseeing day-to-day operations, improving service levels, managing escalations, and driving continuous improvement in support processes.
Key Responsibilities
- Team Leadership & Management
- Supervise and mentor Helpdesk staff, including recruitment, training, and performance reviews.
- Allocate tasks and manage workloads to ensure timely resolution of support tickets.
- Foster a customer-focused culture within the team.
- Service Delivery
- Ensure SLAs and KPIs are met or exceeded.
- Monitor ticket queues and prioritise incidents and requests effectively.
- Manage escalations and complex technical issues.
- Process Improvement
- Develop and implement helpdesk procedures and best practices.
- Identify recurring issues and recommend long-term solutions.
- Maintain and improve documentation and knowledge base articles.
- Stakeholder Engagement
- Act as the primary point of contact for IT support-related queries from other departments.
- Communicate effectively with users at all levels of technical understanding.
- Provide regular reports and insights to senior IT leadership.
- Technical Oversight
- Maintain a working knowledge of core systems, applications, and infrastructure.
- Support the rollout of new technologies and upgrades.
- Ensure compliance with IT policies, including security and data protection.
Essential Skills & Experience
- Proven experience managing an IT Helpdesk or Service Desk team.
- Strong understanding of ITIL principles and service management.
- Excellent troubleshooting and problem-solving skills.
- Experience with ticketing systems (e.g., HALO, ServiceNow, Freshservice, Zendesk).
- Strong communication and interpersonal skills.
Desirable
- Experience in Microsoft 365, Active Directory, Windows OS, and remote support tools.
- Familiarity with cybersecurity principles and data protection regulations (e.g., GDPR).
Qualifications
- Degree or equivalent in IT, Computer Science, or related field.
- Relevant professional certifications (e.g., CompTIA, Microsoft, ITIL).
Working Conditions
- Office-based
- May require occasional out-of-hours support or on-call duties.
Location: Birmingham, England, United Kingdom
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Industries: Retail
IT Helpdesk Manager in Birmingham employer: Scrivens Opticians & Hearing Care
Scrivens Opticians & Hearing Care is an exceptional employer that prioritises employee development and a supportive work culture. With a focus on continuous improvement and high-quality service delivery, team members are encouraged to grow their skills in a dynamic environment while enjoying the benefits of working in a well-respected retail organisation in Birmingham. The company fosters a customer-centric approach, ensuring that employees feel valued and engaged in their roles.
Contact Details:
Scrivens Opticians & Hearing Care Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who work at Scrivens or similar companies. A friendly chat can lead to insider info about the role and even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL principles and service management skills. We recommend practising common interview questions related to team leadership and problem-solving to showcase your expertise.
✨Tip Number 3
Showcase your technical know-how! Be ready to discuss your experience with ticketing systems and how you've improved service delivery in past roles. Real-life examples will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace IT Helpdesk Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Helpdesk Manager role. Highlight your experience in managing helpdesk teams and any relevant ITIL knowledge. We want to see how your skills match what we're looking for!
Showcase Your Leadership Skills:In your application, emphasise your team leadership and management experience. Share examples of how you've supervised staff and improved service delivery. We love seeing candidates who can foster a customer-focused culture!
Be Clear and Concise:When writing your cover letter, keep it clear and to the point. Address how you meet the essential skills and experience listed in the job description. We appreciate straightforward communication that gets to the heart of your qualifications.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at Scrivens!
How to prepare for a job interview at Scrivens Opticians & Hearing Care
✨Know Your Stuff
Make sure you brush up on your ITIL principles and service management. Familiarise yourself with the ticketing systems mentioned in the job description, like HALO or ServiceNow. Being able to discuss your experience with these tools will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to share examples of how you've successfully led a team in the past. Talk about your approach to mentoring and how you foster a customer-focused culture. This will demonstrate that you can inspire and guide your future team.
✨Prepare for Technical Questions
Expect some technical questions related to troubleshooting and problem-solving. Brush up on common issues that arise in helpdesk environments and think through how you would handle them. This will help you convey your expertise and confidence during the interview.
✨Engage with Stakeholders
The role requires effective communication with users at all levels. Prepare to discuss how you've engaged with stakeholders in previous roles. Think about how you can simplify complex technical information for non-technical users, as this will highlight your communication skills.
