IT Service Desk Manager (IT Helpdesk)

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.