IT Helpdesk Manager (sd/ith)

Job type: Permanent, Full time

Location: Cardiff

£40000 to £45000

Sector: Technology

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Job description

Our client with its head office in Cardiff are seeking an IT Helpdesk Manager to deal with its external customers


Responsible For:Management of operational performance of the helpdesk providing support to end clients and direct managerial responsibility for the team under their control

Purpose: The IT Helpdesk manager is responsible for the design and day-to-day operation of our end customer IT helpdesk, including resolving Level 1 and 2 incidents and developing the knowledge base, adherence to ITIL processes and providing a superior level of customer service. The role will require a hands-on understanding of technical support and resource management as well as ITIL. The role covers support of a range of IT equipment, networks, communication services and software. The primary focus of the IT helpdesk manager is to co-ordinate and facilitate the rapid resolution of incidents, providing business critical information and ensuring timely response to service requests impacting our end customers' business operations.

Requirements

Managerial experience in an extended service helpdesk environment with transferable helpdesk management skills

Effective planning and organisational skills in a helpdesk environment - knowledge of 1st and 2nd line operations with ability to manage multiple conflicting priorities and deadlines

Strong leadership skills to provide direction, motivation and development to the team - overall aim of providing effective helpdesk and technical services processes and excellent customer care

Effective interpersonal skills, with ability to build rapport with customers/staff/other parties

Effective high level communication skills both verbal and written to communicate effectively at all levels of the organization

Knowledge and experience of using call handling systems

High levels of computer literacy - Microsoft Office programs and use of project management software


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