Help Desk Manager

Help Desk Manager Leeds £40,000-£45,000+Benefits

My client is a Managed Service Provider. They provide IT support services and consultancy to clients across the North of England.

The Role:

The Help Desk Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Help Desk Manager is also responsible for providing assistance to the team and ensuring service and support is provided to customers at agreed levels.

Essential Duties and Responsibilities:

• Manage the service desk team's daily activities
• Function as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team
• Manage the dispatch process of service requests to ensure full utilization of technical resources
• Improve usage of IT Support resources and increase productivity of the team
• Communicate with all parties in a constructive manner to guarantee customer expectations are met
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary
• Perform customer follow-up to verify final resolution and determine satisfaction level
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status of on-going projects and agreements
• Understand overall service desk objectives, as well as the role and function of each team member
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests
• Assist the service desk team in design and development tasks
• Contribute to the continuity of computer services by providing the necessary leadership
• Drive problem investigations and resolution as required
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production
• Design and maintain process documentation for the service desk team
• Manage the process of implementing change efficiently and effectively
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices.

Additional Duties and Responsibilities:

• Identify areas for improvement and make constructive suggestions for change
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships
• Escalate service desk issues to the Operational Manager as required
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals
• Develop in-depth knowledge of the service catalogue and how it relates to customer's needs
• Involvement in the design and building of new services
• Conduct performance evaluations and mentor those with less experience
• Develop training programs to develop and refine the skills of the service desk team
• Facilitate regular service desk team meetings and service board reviews
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in ConnectWise as it occurs
• Review and approve the service desk team's time and expenses sheets in ConnectWise
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as activities, service tickets, or project tickets into ConnectWise

Knowledge, Skills, and/or Abilities Required:

• Knowledge and experience in cross-functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Strong organizational, presentation, and customer service skills
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span
• Skill in planning and preparing written communications
• Skill in leading people and getting results with a strong customer orientation
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively
• Service awareness of all organization's key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Self-motivated with the ability to work in a fast moving environment.

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