IT Helpdesk Manager

Serveline IT Ltd; Kinver; On-site; GBP 35,000 - 50,000; Full time

Job summary

An IT Managed Service Provider is seeking an IT Helpdesk Manager in Kinver to oversee the Customer Helpdesk and first-line Support Team. The role involves managing support requests, supervising team members, and providing excellent technical support. Candidates should have experience in technical support and team supervision, along with strong communication skills. The position offers an opportunity to lead a proactive support team and ensure high standards of customer service.

Qualifications

• Previous experience in a technical support role.
• Previous staff and team supervision experience.
• Professional communication skills.

Responsibilities

• Manage support requests to ensure timely resolution.
• Supervise and mentor first-line Support Team members.
• Act as the initial point of contact for support escalation.
• Provide technical and desktop support as needed.

Skills

PC Desktop Systems - Microsoft Windows Operating Systems

Windows Server and Active Directory administration

Microsoft 365 Services

IT Infrastructure understanding

Team supervision

Job description

IT Helpdesk Manager - Kinver, DY7

Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME Customers.

As the manager of the Customer Helpdesk and first-line Support Team, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver.

Duties and Responsibilities

• Ensuring that all support requests are responded to and resolved within SLA and customer expectation
• Providing supervision, coaching and mentoring to all members of the first-line Support Team, carrying out regular one-to-one’s and working with individuals to address areas for improvement and recognising outstanding performance.
• Acting as a role model and coach to all members of the team, leading by example, to demonstrate high standards of performance and customer service.
• Manage the balance of resources across the day, ensuring that workloads / service requests are correctly prioritised and helpdesk coverage is scheduled appropriately.
• Acting as the initial point of contact for the team with the aim of reducing the need for escalation to the wider management team.
• Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers
• Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member
• Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution
• Phone based and hands‑on technical/desktop support and general troubleshooting
• Liaising with 3rd party companies as required
• Producing and maintaining support and customer documentation
• Driving resolutions where necessary
• Ensuring customer requirements are met, root cause issues are investigated and resolved

Technical Skills

• PC Desktop Systems - Microsoft Windows Operating Systems, Microsoft Office Applications
• Windows Server and Active Directory administration
• Microsoft 365 Services
• Broad understanding of IT Infrastructure, including networks, email systems and Cloud-based IT solutions
• Previous staff and team supervision

Personal Qualities

• Have a professional and can‑do attitude with colleagues and customers
• Possess excellent communications skills
• Be able to work independently and as part of a team
• Be able to work under pressure
• Be self‑motivated and have the ability to motivate others
• Demonstrate a methodical and structured approach to work
• Have a commitment to quality, and actively seek improvements to work methods and processes
• Have the ability to deal with ambiguity
• Have the confidence to deal with people at all levels
• Have the ability to travel when required
• Have an interest in technology
• With our support, have the desire to achieve Microsoft accreditation