IT Helpdesk Manager New

Job Description

Our fantastic client, based in Northampton, are looking for an IT Helpdesk Manager to join their team. You will lead and oversee their IT helpdesk team, ensuring efficient and effective technical support to our internal customers. You'll also be responsible for managing the daily operations of the IT helpdesk, troubleshooting complex issues, and maintaining high levels of customer satisfaction. 

£42,000 - £45,000 
Permanent role

IT Helpdesk Manager - The Role:

• Supervising and mentoring the IT helpdesk team, providing guidance, support and training
• Responsible for monitoring and managing the helpdesk ticketing system, ensuring timely resolution of issues in accordance with the firm’s service level agreement (SLA)
• To develop and implement helpdesk policies, procedures, and best practices 
• To produce and analyse a report on helpdesk performance metrics each month
• Addressing escalated technical issues and identifying problem trends
• To coordinate with other IT Teams to ensure seamless support
• Addressing escalated technical issues and provide solutions
• Manage and maintain the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm
• Responsible for the maintenance of the hardware and software inventories
• Reviewing the firms SPAM filter/Email Hold queues and releasing/blocking emails as appropriate
• To effectively manage approved third party suppliers and vendors
• Monitoring the backup systems and, where necessary, escalating any issues with the Infrastructure team

IT Helpdesk Manager - The Person:

• Knowledge/understanding of IT packages such as Microsoft Office, Microsoft Windows, etc.
• Knowledge/understanding of IT and audio visual systems including, but not limited to, computers, laptops, servers, and mobile devices.
• Strong communication skills to effectively communicate with stakeholders at all levels.
• Must demonstrate a desire to pursue a career in IT.
• Ability to work professionally and independently, taking responsibility and initiative as appropriate.
• Demonstrates a productive and organised approach to their work.
• Works effectively with customers, clients and users.
• Excellent attention to detail and confidentiality.
• Ability to work on own initiative and as part of a team