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- Tasks: Lead a small team, manage ticket resolution, and support Dynamics365 migration.
- Company: Join a dynamic retail client focused on tech transformation.
- Benefits: Enjoy a flexible 3-day work week with potential for remote work.
- Why this job: Be part of an exciting project with real impact in a supportive environment.
- Qualifications: Experience in Helpdesk management and strong knowledge of MS365 and Dynamics365 required.
- Other info: Contract role for 4 months with immediate start; ideal for tech-savvy leaders.
The predicted salary is between 36000 - 60000 £ per year.
Contract length: 4 months
Location: Merseyside
3 days working week
Start date: ASAP
Purpose of the role
Our retail client is migrating from Microsoft AX 2008 to Dynamics365. This project will cover the next 20 days pre post-go-live and throughout a 3 month stabilisation window. The two-person service desk may well experience elevated ticket volume.
We are seeking an experienced Helpdesk Manager with strong 2nd-line MS365 and Microsoft Dynamics to:
- Manage the overall helpdesk function
- Protect service levels during the hyper-care period by taking ownership of complex incidents or tickets
- Mentor two engineers and demonstrate best practices
- Option to introduce lightweight ITIL-aligned processes
- Support the IT Manager with Standard Operating Procedures (SOPs) and performance metrics that will endure after contract end
- Act as the escalation point for Dynamics365, Windows and O365 issues
- Triage SQL queries
Key responsibilities
- Team leadership & scheduling - manage workloads, rotas and on-call cover for two Service Desk Engineers
- Ticket triage & resolution - own Priority 1-3 incidents, ensuring
Helpdesk Manager - 3 days a week employer: True Worth Consulting Ltd
Contact Detail:
True Worth Consulting Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager - 3 days a week
✨Tip Number 1
Familiarise yourself with Microsoft Dynamics365 and its migration processes. Understanding the nuances of this platform will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Highlight your experience in managing helpdesk teams, especially during high-pressure periods. Be ready to share specific examples of how you've successfully led teams through similar transitions or escalated incidents.
✨Tip Number 3
Prepare to discuss ITIL principles and how you've implemented them in past roles. Showing that you can introduce lightweight ITIL-aligned processes will set you apart as a candidate who can enhance service delivery.
✨Tip Number 4
Network with professionals in the field, particularly those who have experience with Dynamics365 migrations. Engaging with others can provide insights and potentially valuable connections that may help you in the application process.
We think you need these skills to ace Helpdesk Manager - 3 days a week
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk management and 2nd-line support, particularly with Microsoft Dynamics365 and MS365. Use specific examples to demonstrate your skills in managing workloads and mentoring team members.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your experience with ITIL processes and how you can contribute to maintaining service levels during the hyper-care period.
Highlight Relevant Skills: Clearly outline your technical skills related to Dynamics365, Windows, O365, and SQL queries. Emphasise your ability to triage incidents and manage complex tickets effectively.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Helpdesk Manager.
How to prepare for a job interview at True Worth Consulting Ltd
✨Show Your Expertise in Dynamics365
Make sure to highlight your experience with Dynamics365 during the interview. Be prepared to discuss specific challenges you've faced and how you resolved them, as this will demonstrate your capability to manage the elevated ticket volume effectively.
✨Emphasise Team Leadership Skills
Since the role involves mentoring two engineers, it's crucial to showcase your leadership experience. Share examples of how you've successfully managed teams in the past, focusing on your approach to scheduling, workload management, and fostering a collaborative environment.
✨Discuss ITIL Knowledge
If you have experience with ITIL processes, be sure to mention it. The client is open to introducing lightweight ITIL-aligned processes, so discussing how you've implemented or improved such processes in previous roles can set you apart from other candidates.
✨Prepare for Technical Questions
Expect technical questions related to 2nd-line support, SQL queries, and troubleshooting Dynamics365 issues. Brush up on common problems and solutions, and be ready to explain your thought process when triaging incidents.
