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Helpdesk Manager Job Description

Job Overview

The Helpdesk Manager will manage the helpdesk team and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).

Duties and Responsibilities

  • Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved
  • Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers
  • Implement methodologies to improve first call resolution
  • Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business
  • Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness
  • Train helpdesk staff to ensure that support is provided in a consistent manner
  • Implement staffing and scheduling models to ensure guaranteed coverage to the business
  • Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support

Skills / Attributes Required

  • Experience of managing a team within a Helpdesk environment
  • Thorough knowledge of Windows operating systems (Windows XP / Vista / Windows 7, including Server knowledge)
  • ITIL certification is desirable
  • Demonstrable evidence of influencing positive change within a helpdesk environment

Typical Salary Range

£30,000 to £40,000