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