Spencer Joseph Ltd
Nov 10, 2021
Full time
We are currently recruiting for a Help Desk Support Manager to oversee an established a client support help desk function for a leading dialler provider in Birmingham with onsite parking and good transport links. The high salary commands experience in managing a help desk support function for the company's existing clients that are spread across various locations in the UK. The operation is open from 8am until 10pm Monday to Friday however your working hours will be the core working hours, 09.00 - 18.00. Help Desk Manager daily duties Manage first and second line client escalations through a centralised ticketing system Allocate work and manage accordingly to service level agreement with all clients Maintain a strong communication strategy with clients and proactive update on upgrades and system changes Coordinates training and orientation for new technology users and helps them become familiar with equipment and networks Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements Organises support, troubleshooting, and repair for dialler and network solutions Monitors online security for users and networks and takes appropriate steps to address security breaches if necessary Establishes relationships with technology and component vendors Oversees IT support department staff, including education, training, and dialler support specialists. Has a thorough understanding of available technology and research to learn about innovative solutions and new releases Benefits Company Salary On-site parking and good transport links Help Desk Manager Requirements Suitable qualifications and experience of managing a help desk function for internal and external clients Experience of managing a 1st and 2nd line support teams Management and allocation of a ticketing system Coaching and developing technicians 12 month experience of managing a help desk functions If you are interested in the position and want to know more please apply with an up to date CV.