IT Helpdesk Manager – Kinver, DY7
Serveline IT is an IT Managed Service Provider, primarily providing IT Infrastructure support for SME customers.
As the manager of the Customer Helpdesk and first‑line Support Team, your primary function is to ensure customers receive first‑class remote IT support from our office in Kinver.
Responsibilities
* Ensure all support requests are responded to and resolved within SLA and customer expectation.
* Provide supervision, coaching and mentoring to all members of the first‑line Support Team, carrying out regular one‑to‑ones and working with individuals to address areas for improvement and recognise outstanding performance.
* Act as a role model and coach to all team members, leading by example to demonstrate high standards of performance and customer service.
* Balance resources across the day, ensuring workloads/service requests are correctly prioritised and helpdesk coverage is scheduled appropriately.
* Act as the initial point of contact for the team to reduce the need for escalation to the wider management team.
* Draw on previous experience of a technical support role, supporting IT Infrastructure for multiple external customers.
* Manage support requests professionally and record them clearly and accurately, suitable for interpretation by another team member.
* Maintain communication with the customer throughout the support request lifecycle, keeping them informed through to resolution.
* Provide phone‑based and hands‑on technical/desktop support and general troubleshooting.
* Liaise with third‑party companies as required.
* Produce and maintain support and customer documentation.
* Drive resolutions where necessary.
* Ensure customer requirements are met; investigate and resolve root‑cause issues.
Qualifications (technical knowledge)
* PC Desktop Systems – Microsoft Windows operating systems, Microsoft Office applications.
* Windows Server and Active Directory administration.
* Microsoft 365 services.
* Broad understanding of IT infrastructure, including networks, email systems and cloud‑based IT solutions.
* Previous staff and team supervision experience.
Personal Qualities
* Professional and can‑do attitude with colleagues and customers.
* Excellent communication skills.
* Ability to work independently and as part of a team.
* Ability to work under pressure.
* Self‑motivated and able to motivate others.
* Methodical and structured approach to work.
* Commitment to quality and a desire to continuously improve work methods and processes.
* Ability to deal with ambiguity.
* Confidence in dealing with people at all levels.
* Willingness to travel when required.
* Interest in technology.
* Desire to achieve Microsoft accreditation with our support.
Job Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Information Technology
* Industry: IT Services and IT Consulting
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