Helpdesk Manager

The Helpdesk Manager is responsible for managing the activities and responsibilities of the Helpdesk Team.

As a part of this management, the Helpdesk Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers
at agreed levels.

Key Responsibilities

• Manage the Helpdesk Team’s daily activities.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Manage the dispatch process of service requests to ensure full utilisation of resources.
• Improve usage of Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall Helpdesk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the Helpdesk Team in design and development tasks

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate Helpdesk issues to the MD as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
• Involvement in the design and building of new services.
• Conduct performance evaluations and mentor those with less experience.
• Develop training programs to develop and refine the skills of the service desk team.
• Facilitate regular service desk team meetings and service board reviews.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Review and approve the Helpdesk Team’s time and expense sheets in ConnectWise.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.
• Review relevant publications and online materials to remain up-to-date with current and future trends emerging in the industry.

Skills & Knowledge

To perform this job successfully, an individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required. Reasonable accommodations may be made to enable individuals with disabilities to perform
the essential functions.

• Professional IT Certifications, such as: Microsoft MCA, MCSA, or MCSE, CompTIA Network+ or Security+
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment.
• Strong organisational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening and
• customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organisation’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
• 5 years of IT related experience.
• 3 years of IT management experience.
• ITIL foundation certification

Key Info

Employer: ThinkCloud

Location: Hull, HU1

Wage: £35,000 – £40,000 per annum

About the Employer

Think Cloud deliver success through digital technology 

More than ever, businesses are struggling to manage, protect and work in the cloud. Based in Hull, East Yorkshire, Think Cloud arm and support your business with best-in-class tools and strategies along with award-winning IT Support and cyber security protection.