Full time, Permanent
Location: Northampton
Competitive Salary
Ref No: IPRS7091
Our client has an exciting opportunity for an IT Helpdesk Manager to lead and oversee their IT helpdesk team, ensuring efficient and effective technical support to internal customers. The role includes managing the daily operations of the IT helpdesk, troubleshooting complex issues, and maintaining high levels of customer satisfaction.
Role:
1. Supervising and mentoring the IT helpdesk team, providing guidance, support, and training.
2. Monitoring and managing the helpdesk ticketing system, ensuring timely resolution of issues in accordance with the firm’s service level agreement (SLA).
3. Developing and implementing helpdesk policies, procedures, and best practices which align with the ITIL framework.
4. Producing and analysing reports on helpdesk performance metrics each month.
5. Addressing escalated technical issues and identifying problem trends.
6. Coordinating with other IT Teams to ensure seamless support.
7. Managing and maintaining the support team rota to ensure that the IT Helpdesk is available between 7am and 6pm.
8. Maintaining the firm’s hardware and software inventories.
9. Reviewing the firm's SPAM filter/Email Hold queues and releasing/blocking emails as appropriate.
10. Effectively managing approved third-party suppliers and vendors.
11. Monitoring the backup systems and escalating any issues with the Infrastructure team.
12. Staying updated on the latest industry trends and technologies.
13. Being actively involved, as a Subject Matter Expert, in all relevant projects, providing regular reports regarding the project status, activities, and achievements to the IT Director.
14. Assisting with the creation and updating of other relevant documentation.
15. Ensuring that all assigned KPI’s/Objectives are achieved by agreed deadlines.
16. Researching and recommending changes which will improve overall ongoing performance of the IT systems and processes.
17. Contributing to the policing of IT quality standards and IT Policies throughout the firm.
18. Undertaking any other reasonable duties as required.
Requirements:
1. Knowledge/understanding of IT packages such as Microsoft Office, Microsoft Windows, etc.
2. Knowledge/understanding of IT and audio-visual systems including, but not limited to, computers, laptops, servers, and mobile devices.
3. Strong communication skills to effectively communicate with stakeholders at all levels.
4. Demonstrated desire to pursue a career in IT.
5. Ability to work professionally and independently, taking responsibility and initiative as appropriate.
6. Demonstrates a productive and organised approach to their work.
7. Works effectively with customers, clients, and users.
8. Excellent attention to detail and confidentiality.
9. Ability to work on own initiative and as part of a team.
10. Excellent communication skills (written and verbal).
11. Proactive, flexible, and resilient.
Due to the large number of responses we receive, it is not always possible to respond to every application straight away. If your skills and experience match this role, or any other vacancy we may have, we will normally contact you within 72 hours of receiving your application.
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