IT Helpdesk Lead - Drive Service Excellence & SLAs

Scrivens Limited; Birmingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

A technology service provider in Birmingham is seeking an experienced IT Helpdesk Manager to oversee the Helpdesk team. This role involves managing daily operations, enhancing service quality, and ensuring compliance with IT policies. Ideal candidates will have experience in IT service management and strong leadership skills. The position offers a full-time contract with office-based working conditions.

Qualifications

• Proven experience managing an IT Helpdesk or Service Desk team.
• Strong understanding of ITIL principles and service management.
• Excellent troubleshooting and problem-solving skills.

Responsibilities

• Supervise and mentor Helpdesk staff, including recruitment and training.
• Ensure SLAs and KPIs are met or exceeded.
• Develop and implement helpdesk procedures and best practices.

Skills

Team Leadership

ITIL Principles

Troubleshooting

Communication Skills

Education

Degree in IT or Computer Science

Relevant certifications (e.g., CompTIA, ITIL)

Tools

HALO

ServiceNow

Freshservice

Zendesk

Job description

A technology service provider in Birmingham is seeking an experienced IT Helpdesk Manager to oversee the Helpdesk team. This role involves managing daily operations, enhancing service quality, and ensuring compliance with IT policies. Ideal candidates will have experience in IT service management and strong leadership skills. The position offers a full-time contract with office-based working conditions.