Information Technology Help Desk Manager

IT Helpdesk Manager

Aston, Birmingham

In this role you will lead the IT Service Desk Support team in delivering a consistently excellent and familiar service, in line with the business strategy.

You will oversee and manage the team’s tickets and their resolution. Provide a highly visible and proactive management of the ticket stack whilst ensuring an escalation path for the senior management team. To be a motivational leader, where decisions are based on individual, team, and business awareness.

We're looking for excellent communicators, who understand the responsibilities of building close partnerships with clients. You must have professional skills that can facilitate a happy team, continuously seeking development, to provide an excellent service resulting in a high level of client satisfaction.

Objectives for role:

• Be a constant, visible, and approachable member of the service management team, engendering a culture of positivity, professionalism and continuous improvement.
• Be highly and visibly proactive in driving results against SLAs whilst communicating professionally to understand and manage expectations.
• Creation of reports to explain and provide insight into weekly stats, and creation of monthly service delivery report presentation focused on narrative and continuous improvement.
• Analyse, report on and take appropriate action on the performance of the team to continuously improve the service provided.
• Designing and implementing development strategies for all roles within the service desk team, to create a more knowledgeable, stronger and more versatile unit.

Personal Specification:

• Minimum experience of 3 years managing a Service Desk/Helpdesk team.

• Friendly, professional, proactive. High integrity and with excellent communication skills.

• ITIL V4 qualified.

• Strong experience of team ticket management, reporting and trending.