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LB247 - IT Helpdesk Manager

Location: Bolton

Salary: £DOE

Overview:

First Military Recruitment are currently seeking an IT Helpdesk Manager on behalf of one of our clients.

You will have responsibility for managing a team of Desktop Support Technicians (DSTS) who provide support to more than 1800 users across the UK. Our client encourages applications from ex-military personnel however all candidates will be given due consideration.

Duties and Responsibilities:

To lead and motivate the Desktop Support Team (DST) ensuring the required work is completed within the set business expectations.
To manage all DSTs ensuring all business SLAs and KPIs are always achieved.
To develop a knowledge based shared framework to avoid single points of failure.
To develop the DSTs to ensure there is an equal balance of customer focus and technical ability.
To effectively manage, appraise and develop all DSTS.
To motivate and performance manage all DSTS in line with the businesses expectations.
To ensure the smooth operational running of the help desk at all times.
To observe, feedback and analyse support calls to develop the DST and prevent future problems.
To continually review, define and rewrite all Desktop Support Technicians procedures.
To actively manage all customer issues and manage the whole escalation process effectively.
To act as the first liaison point to all customer complaints.
Continually account manage all existing customers to ensure a high level of retention is achieved.
To identify opportunities for service improvement and make recommendations.
Skills and Qualifications:

Comptia Network+.
Excellent knowledge of Windows 10 and above, Mail Server and Microsoft Office suites.
Candidates must have a fundamental knowledge of networking i.e. TCP/IP, LAN & WAN and their components.
Knowledge of antivirus solutions, firewalls and web content access control.
Experience of installing and configuring Windows Server 12 and above.
Excellent time management skills with the ability to prioritise workload according to others needs.
Excellent customer service and communication skills in order to deal with the needs of the business politely and efficiently.
Willingness and enthusiasm to continually develop technical skills in line with the needs of the business.
A proactive, confident, hardworking individual possessing excellent communication skills and a methodical approach to work.
Ability to work on own initiative and prioritise work, whilst maintaining high standards at all times. Be motivated by achievement of personal targets and success