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, the primary function is ensuring our customers are provided with first class remote IT support from our office in Kinver.
Duties and Responsibilities
Ensuring that all support requests are responded to and resolved within SLA and customer expectation
Providing supervision, coaching and mentoring to all members of the first-line Support Team, carrying out regular one-to-one’s and working with individuals to address areas for improvement and recognising outstanding performance.
Acting as a role model and coach to all members of the team, leading by example, to demonstrate high standards of performance and customer service.
Manage the balance of resources across the day, ensuring that workloads / service requests are correctly prioritised and helpdesk coverage is scheduled appropriately.
Acting as the initial point of contact for the team with the aim of reducing the need for escalation to the wider management team.
Having previous experience of a technical support role, supporting the IT Infrastructure for multiple external customers
Ensure that support requests are managed professionally and are recorded clearly and accurately, suitable for interpretation by another team member
Ensure that communication with the customer is maintained throughout the support request lifecycle, keeping them informed of their support request through to resolution
Phone based and hands-on technical/desktop support and general troubleshooting
Liaising with 3rd party companies as required
Producing and maintaining support and customer documentation
Driving resolutions where necessary
Ensuring customer requirements are met, root cause issues are investigated and resolved
Having knowledge and experience in the following areas:
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
Personal Qualities:
Have a professional and can-do attitude with colleagues and customers
Possess excellent communications skills
Be able to work independently and as part of a team
Be able to work under pressure
Be self-motivated and have the ability to motivate others
Demonstrate a methodical and structured approach to work
Have a commitment to quality, and actively seek improvements to work methods and processes
Have the ability to deal with ambiguity
Have the confidence to deal with people at all levels
Have the ability to travel when required
Have an interest in technology
With our support, have the desire to achieve Microsoft accreditation