Helpdesk Manager

Uniting Ambition

Posted on Jun 14, 2024 by Uniting Ambition
London, United Kingdom
IT
Immediate Start
£200 - £210 Daily
Contract/Project

Helpdesk Manager

*Contract - Outside IR35*

Day Rate: £200.00 - £210.00p/d

Duration: 9 months

Location: - Aldersgate - Barbican, London (Preferrable 5 days p/week onsite - relatively flexible)

ASAP Start

My prestigious retail and distribution client is looking for a HelpDesk Manager/L2 L3 Engineer to lead and develop their Internal UK HelpDesk, supporting roughly 120 users and a modest volume of tickets.

Overview

  • This is a brand new interim role lasting for 9 months.
  • The Help Desk Manager will be responsible for overseeing the operations of the IT help desk department, managing a team of three support technicians, and ensuring effective resolution of technical issues.
  • The role includes monitoring performance metrics, implementing best practices, and providing exceptional customer service to end-users.

Responsibilities

  • Ability to manage and mentor three help desk technicians by providing guidance and training.
  • Prioritize and delegate incoming support tickets to ensure timely resolution.
  • Develop and implement policies and procedures to streamline the workflow within the department.
  • Coordinate with Application Support Manager.
  • Maintain an up-to-date knowledge base with common technical problems and their solutions.
  • Conduct regular meetings with team members to address concerns or provide updates on Tickets and project related tasks.
  • Act as the 2nd and 3rd line escalation point for the team and handle complex technical issues.
  • Work alongside the team to provide hands-on user support with Microsoft 365 suite, AV equipment in rooms, and desktop hardware.
  • Manage IT onboarding and offboarding processes.
  • Prepare regular reports on helpdesk performance and utilize data to improve operations.

Requirements

In-depth knowledge and a minimum of 3 years proven experience in the following areas:-

  • Microsoft Office: 365 suite, Entra (Azure Active Directory), Autopilot, Intune, Endpoint.
  • Hardware support for Microsoft Surface pro and Apple Macbook, iPhone and iPad.
  • Ability to prioritize tasks and manage time effectively.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and teamwork abilities.
  • Ability to form relationships across an organization and provide excellent customer service.

Helpdesk Manager


Reference: 2776234654

https://jobs.careeraddict.com/post/92035823

This Job Vacancy has Expired!

Uniting Ambition

Helpdesk Manager

Uniting Ambition

Posted on Jun 14, 2024 by Uniting Ambition

London, United Kingdom
IT
Immediate Start
£200 - £210 Daily
Contract/Project

Helpdesk Manager

*Contract - Outside IR35*

Day Rate: £200.00 - £210.00p/d

Duration: 9 months

Location: - Aldersgate - Barbican, London (Preferrable 5 days p/week onsite - relatively flexible)

ASAP Start

My prestigious retail and distribution client is looking for a HelpDesk Manager/L2 L3 Engineer to lead and develop their Internal UK HelpDesk, supporting roughly 120 users and a modest volume of tickets.

Overview

  • This is a brand new interim role lasting for 9 months.
  • The Help Desk Manager will be responsible for overseeing the operations of the IT help desk department, managing a team of three support technicians, and ensuring effective resolution of technical issues.
  • The role includes monitoring performance metrics, implementing best practices, and providing exceptional customer service to end-users.

Responsibilities

  • Ability to manage and mentor three help desk technicians by providing guidance and training.
  • Prioritize and delegate incoming support tickets to ensure timely resolution.
  • Develop and implement policies and procedures to streamline the workflow within the department.
  • Coordinate with Application Support Manager.
  • Maintain an up-to-date knowledge base with common technical problems and their solutions.
  • Conduct regular meetings with team members to address concerns or provide updates on Tickets and project related tasks.
  • Act as the 2nd and 3rd line escalation point for the team and handle complex technical issues.
  • Work alongside the team to provide hands-on user support with Microsoft 365 suite, AV equipment in rooms, and desktop hardware.
  • Manage IT onboarding and offboarding processes.
  • Prepare regular reports on helpdesk performance and utilize data to improve operations.

Requirements

In-depth knowledge and a minimum of 3 years proven experience in the following areas:-

  • Microsoft Office: 365 suite, Entra (Azure Active Directory), Autopilot, Intune, Endpoint.
  • Hardware support for Microsoft Surface pro and Apple Macbook, iPhone and iPad.
  • Ability to prioritize tasks and manage time effectively.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and teamwork abilities.
  • Ability to form relationships across an organization and provide excellent customer service.

Helpdesk Manager

Reference: 2776234654

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