Recruitment Genius
Job title:
IT Helpdesk Manager
Company
Recruitment Genius
Job description
Join a well-established Managed Service Provider in Kingston-upon-Thames with a customer base all over the UK and abroad. A key value is “We love helping people” and that is demonstrated in the way they treat their customers and especially staff.
THE ROLE:
Successfully lead & manage the helpdesk team, driving a culture of service excellence and continuous improvement through:
– Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.
– Defining, reporting on and improving performance in terms of team and individual KPIs.
– Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.
– Working with the Project team to transition projects to Internal support services.
– Managing recruitment of technicians necessary to run a successful service desk effectively.
– Proactively report service desk metrics, successes and areas requiring attention to the senior management team
– Deliver continuous service improvement objectives set by the senior management team.
– Build and maintain exceptional relationships with customers based on integrity.
– Implement a customer satisfaction review process and ensure that feedback is reviewed and responded to in all instances where low satisfaction is reported.
SKILLS & EXPERIENCE:
– Proven experience in taking responsibility for service within a Managed Service Provider.
– At least 3 years experience working in a senior technician role at a Managed Service Provider .
– You must have in-depth experience of:
— Microsoft 365 and Azure.
— Microsoft Office and Windows 10/11 administration and troubleshooting.
— Windows server 2012+ administration and troubleshooting.
— IP networking and advanced firewall configuration.
— An in-depth understanding of Cyber Security principles, concepts, and technologies.
— MSP tools – PSA, RMM, remote access and technical documentation.
— Disaster recovery and backup technologies and software.
SALARY & BENEFITS:
– Salary £40,000 – £55,000 dependent upon experience.
– 40-hour working week.
– Flexible working environment.
– 24 days holiday, including your Birthday, or the closest working day off. (Three days to be reserved for between Christmas and New Year.)
Expected salary
£40000 – 55000 per year
Location
Kingston upon Thames – London
Job date
Fri, 19 Jan 2024 08:52:37 GMT
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