IT Helpdesk Manager

An experienced IT Helpdesk Manager is needed to join the team at this leading Managed Service Provider (MSP), based in Sidcup.

About the Company

They are forward-thinking IT solutions provider dedicated to delivering outstanding IT services to a diverse range of schools and businesses around the Southeast. Established in 2002 with a goal to create a team of engineers and technicians with a focus on relationships not sales, and they believe their success in maintaining a reputation for quality support is built on that simple principle!

They foster a collaborative environment that encourages growth, innovation, and customer satisfaction. This is your opportunity to join a successful and young-minded company working in all areas of I.T. support and installations. They offer great opportunities for progression for the right people.

Role Overview

As the Helpdesk Manager, you will oversee the day-to-day operations of the helpdesk team, ensuring the delivery of high-quality technical support services. You'll play a key role in team development, and the continuous improvement of service processes.

Key Responsibilities

• Manage and mentor the helpdesk team
• Oversee ticket management to ensure SLAs are met and escalations are handled efficiently.
• Act as a point of escalation for complex technical issues and client concerns.
• Analyse helpdesk performance metrics and generate reports for senior management.
• Collaborate with other departments to ensure seamless service delivery and client satisfaction.
• Drive the continuous improvement of processes, tools, and team skills.
• Stay up-to-date with industry trends and emerging technologies to enhance service offerings.
• Assist with resource planning.

Required Skills & Experience

• Proven experience in a helpdesk or service desk management role, preferably in an MSP environment.
• Strong technical background, with knowledge of Microsoft technologies, cloud platforms, and networking.
• Excellent leadership and team management skills, with a track record of motivating and developing staff.
• Exceptional customer service and communication skills.
• Proficient in using ITSM tools and managing ticketing workflows.
• Analytical mindset with the ability to interpret data and drive improvements.
• Strong organisational and multitasking abilities.

Desirable Qualifications

• Certifications such as ITIL Foundation, Microsoft, CompTIA, or equivalent.
• Familiarity with RMM tools and PSA systems.
• Experience in managing IT projects or change management initiatives.

What the Company Offers

• A collaborative and supportive work environment.
• Professional development opportunities, including training and certifications.
• The chance to work with cutting-edge technologies in a fast-paced MSP environment.

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with previous experience and job titles such as; IT Support Manager, IT Manager, Technical Helpdesk Support, IT Support, 2nd Line Support, Desktop Support, 1st Line Support, IT Helpdesk Manager, Desktop Support Manager may also be considered for this role.
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