IT Helpdesk Manager

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

Having knowledge and experience in the following areas:

• 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