About the Job
Technical Helpdesk Manager
- Business Area
- Support Functions
- IT Service and Operations
- L3 Liverpool
- Hours Per Week
- Employment Type
- Contract Type
- Full Time
- Salary (£)
- Pay Period
Technical Helpdesk Manager Liverpool Permanent
We currently have an exciting opportunity for an experienced Technical Helpdesk Manager to inspire, mentor and manager a team of Support Analyst. The Technical Helpdesk Manager is a critical support role and youll be highly organised, personal and knowledgeable in the provision of 24/7 customer, technical and operational support. The role is client and customer facing and requires a professional approach and demeanour at all times.
Technical Helpdesk Manager Role & Responsibilities:
Identify and implement service improvement opportunities by enhancing support processes or exploiting new technologies to monitor services and reduce MTTR of incidents utilising a shift-left approach.
Management of Major IT incidents causing significant business disruption through to successful resolution in accordance with the defined Service Levels and the IT Major Incident Management process.
Identify and implement training and personal development plans where required
Define, agree and managed IT Scorecard and KPI reporting metrics for own area of responsibility and utilise reporting data to set and manager performance based targets for the team.
Look at ways to improve efficiency and effectiveness within the team, maintaining accurate resource planning to enable the correct skill sets to be allocated.
Provide guidance/coaching when required to ensure that the quality of Service Delivery is continuously reviewed and where possible, improved upon.
Ensure the provision of systems support for all existing IT systems to achieve KPIs and agreed Service Levels.
Assist technically on the helpdesk to a 2nd or 3rd line capacity when required to do so.
Oversee the integration of new systems and processes into the YODEL Technical Helpdesk.
Technical Helpdesk Manager Skills & Experiences:
Proven experience in a management role in an IT Service Desk/Technical Helpdesk or Operational Bridge Support within a fast paced and rapidly changing environment.
ITIL qualified to expert level or equivalent
MCSA, MCDSTM MCITP and/or Management Qualification.
Skilled in troubleshooting of the following technologies MS Windows, TCP/IP Networking, MS Office, Office365, MS Exchange, MS Remote Desktop Services and Active Directory.
Experience managing Major IT Incidents, including communications and update processes.
Proven stakeholder management skills and able to communicate clearly and effectively with all levels within the company.
In-depth knowledge of IT technologies and infrastructures
Demonstrable understanding of Continual Service Improvement
Experience working with Service Transition.
Supported Enterprise and Non-Enterprise strategies
Experience working with 3rd party suppliers
Demonstrable experience of ServiceNow toolset
Familiar with Agile methodologies and Digital platforms.