IT Helpdesk Manager – Scrivens Opticians & Hearing Care
Job Purpose
To lead and manage the IT Helpdesk team, ensuring the delivery of high-quality technical support services to internal users. The role involves overseeing day-to-day operations, improving service levels, managing escalations, and driving continuous improvement in support processes.
Key Responsibilities
* Team Leadership & Management
o Supervise and mentor Helpdesk staff, including recruitment, training, and performance reviews.
o Allocate tasks and manage workloads to ensure timely resolution of support tickets.
o Foster a customer-focused culture within the team.
* Service Delivery
o Ensure SLAs and KPIs are met or exceeded.
o Monitor ticket queues and prioritise incidents and requests effectively.
o Manage escalations and complex technical issues.
* Process Improvement
o Develop and implement helpdesk procedures and best practices.
o Identify recurring issues and recommend long-term solutions.
o Maintain and improve documentation and knowledge base articles.
* Stakeholder Engagement
o Act as the primary point of contact for IT support-related queries from other departments.
o Communicate effectively with users at all levels of technical understanding.
o Provide regular reports and insights to senior IT leadership.
* Technical Oversight
o Maintain a working knowledge of core systems, applications, and infrastructure.
o Support the rollout of new technologies and upgrades.
o Ensure compliance with IT policies, including security and data protection.
Essential Skills & Experience
* Proven experience managing an IT Helpdesk or Service Desk team.
* Strong understanding of ITIL principles and service management.
* Excellent troubleshooting and problem-solving skills.
* Experience with ticketing systems (e.g., HALO, ServiceNow, Freshservice, Zendesk).
* Strong communication and interpersonal skills.
Desirable
* Experience in Microsoft 365, Active Directory, Windows OS, and remote support tools.
* Familiarity with cybersecurity principles and data protection regulations (e.g., GDPR).
Qualifications
* Degree or equivalent in IT, Computer Science, or related field.
* Relevant professional certifications (e.g., CompTIA, Microsoft, ITIL).
Working Conditions
* Office-based
* May require occasional out-of-hours support or on-call duties.
Location: Birmingham, England, United Kingdom
Seniority Level: Mid-Senior level
Employment Type: Full-time
Job Function: Information Technology
Industries: Retail
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