My well established Client is looking for an IT Service Desk Team Manager, an IT professional with a passion for leading support teams. The IT Helpdesk Manager will join a team and lead their IT Helpdesk operations efficiently. This role requires both technical expertise and leadership skills to ensure the smooth running of support services.
Key Responsibilities:
Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers (Currently 2).
Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently.
Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests.
ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence.
Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more.
Reporting: Generate and review service metrics to improve operational performance.
Required Skills:
Strong experience in 1st and 2nd line IT support.
Familiarity with ITIL framework and best practices.
Proficient in IT service management (ITSM) tools and remote access solutions.
Experience with troubleshooting a wide range of technical issues.
Excellent communication skills and the ability to work efficiently under pressure.
Desirable:
Certifications in ITIL or related areas.
Please send an up to date CV for an immediate response and more information on a fantastic opportunity with a truly great Client.