An experienced IT Helpdesk Manager is needed to join the team at this leading Managed Service Provider (MSP), based in Sidcup.
About the Company
They are forward-thinking IT solutions provider dedicated to delivering outstanding IT services to a diverse range of schools and businesses around the Southeast. Established in 2002 with a goal to create a team of engineers and technicians with a focus on relationships not sales, and they believe their success in maintaining a reputation for quality support is built on that simple principle!
They foster a collaborative environment that encourages growth, innovation, and customer satisfaction. This is your opportunity to join a successful and young-minded company working in all areas of I.T. support and installations. They offer great opportunities for progression for the right people.
Role Overview
As the Helpdesk Manager, you will oversee the day-to-day operations of the helpdesk team, ensuring the delivery of high-quality technical support services. You'll play a key role in team development, and the continuous improvement of service processes.
Key Responsibilities
1. Manage and mentor the helpdesk team
2. Oversee ticket management to ensure SLAs are met and escalations are handled efficiently.
3. Act as a point of escalation for complex technical issues and client concerns.
4. Analyse helpdesk performance metrics ...