Service Desk Manager

Job Title: Service Desk Manager

Location: Braintree (hybrid- 1 day WFH a week)

Industry: Retail

Salary: 50,000 per annum (DOE)

About the Company:

Our client is a leading retail company based near Basildon, renowned for delivering high-quality customer-focused support across a number of locations. They are committed to innovation and excellence, providing cutting-edge solutions to their clients. As part of their continued growth, they are seeking an experienced and proactive Helpdesk Manager to join their dynamic IT team.

The Role:

As a Helpdesk Manager, you will be responsible for overseeing the IT support function, ensuring the efficient and effective resolution of technical issues for internal users. You will lead a team of helpdesk professionals, manage service requests, and drive continuous improvement to enhance user satisfaction. This role requires strong leadership, technical expertise, and a customer-focused approach.

Key Responsibilities:

• Manage and lead the IT helpdesk team, providing guidance, support, and performance management.
• Oversee the daily operations of the IT service desk, ensuring timely resolution of technical issues.
• Develop and implement helpdesk policies, procedures, and best practices.
• Monitor and analyse helpdesk performance metrics, reporting on trends and areas for improvement.
• Act as an escalation point for complex technical issues and ensure their resolution.
• Collaborate with other IT teams and departments to ensure seamless support services.
• Maintain and improve IT service management processes, including incident, problem, and change management.
• Stay up to date with emerging technologies and recommend relevant improvements.
• Ensure compliance with security policies and IT governance frameworks.
• Provide training and mentoring to helpdesk staff to enhance their technical skills and customer service capabilities.

Requirements:

• 2 years of experience within a management role
• Strong leadership and team management skills
• ITIL/Microsoft Certifications
• Hands-on experience with IT service management tools and frameworks (e.g., ITIL)
• Solid understanding of Windows, Mac, networking, and cloud-based technologies.
• Strong communication skills with the ability to explain technical concepts to non-technical users
• Ability to manage multiple priorities in a fast-paced environment

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.