LB247 - IT Helpdesk ManagerLocation: BoltonSalary: £DOEOverview: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 (DST’S) 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:
1. To lead and motivate the Desktop Support Team (DST) ensuring the required work is completed within the set business expectations.
2. To manage all DST’s ensuring all business SLA’s and KPI’s are always achieved.
3. To develop a knowledge based shared framework to avoid single points of failure.
4. To develop the DST’s to ensure there is an equal balance of customer focus and technical ability.
5. To effectively manage, appraise and develop all DST’S.
6. To motivate and performance manage all DST’S in line with the businesses expectations.
7. To ensure the smooth operational running of the help desk at all times.
8. To observe, feedback and analyse support calls to develop the DST and prevent future problems.
9. To continually review, define and rewrite all Desktop Support Technicians procedures.
10. To actively manage all customer issues and manage the whole escalation process effectively.