Help Desk Manager

Help Desk Manager Leeds £40,000-£45,000+BenefitsMy client is a Managed Service Provider. They provide IT support services and consultancy to clients across the North of England.The Role:The Help Desk Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Help Desk Manager is also responsible for providing assistance to the team and ensuring service and support is provided to customers at agreed levels.Essential Duties and Responsibilities:Manage the service desk team’s daily activitiesFunction as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the teamManage the dispatch process of service requests to ensure full utilization of technical resourcesImprove usage of IT Support resources and increase productivity of the teamCommunicate with all parties in a constructive manner to guarantee customer expectations are metMaintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessaryPerform customer follow-up to verify final resolution and determine satisfaction levelInterface with appropriate technical personnel for customer problems that cannot be resolved effectivelyProvide accurate reports and metrics to company management on the status of on-going projects and agreementsUnderstand overall service desk objectives, as well as the role and function of each team memberManage the development of the team by ensuring that daily tasks and activities are in line with their career interestsAssist the service desk team in design and development tasksContribute to the continuity of computer services by providing the necessary leadershipDrive problem investigations and resolution as requiredEnsuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to productionDesign and maintain process documentation for the service desk teamManage the process of implementing change efficiently and effectivelyManage the remote monitoring and management system to ensure consistency and accurate reporting of customer devices. Additional Duties and Responsibilities:Identify areas for improvement and make constructive suggestions for changeContinually seek opportunities to increase customer satisfaction and deepen customer relationshipsEscalate service desk issues to the Operational Manager as requiredEnsure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutionsCommunicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goalsDevelop in-depth knowledge of the service catalogue and how it relates to customer’s needsInvolvement in the design and building of new servicesConduct performance evaluations and mentor those with less experienceDevelop training programs to develop and refine the skills of the service desk teamFacilitate regular service desk team meetings and service board reviewsDocument internal processes and procedures related to duties and responsibilitiesResponsible for entering time and expenses in ConnectWise as it occursReview and approve the service desk team’s time and expenses sheets in ConnectWiseUnderstand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise UniversityEnter all work as activities, service tickets, or project tickets into ConnectWiseKnowledge, Skills, and/or Abilities Required:Knowledge and experience in cross-functional management methods and techniquesKnowledge of IT applications, processes, software, and equipmentStrong organizational, presentation, and customer service skillsSkill in strategic planning with an ability to think ahead and plan over a 6-12 month time spanSkill in planning and preparing written communicationsSkill in leading people and getting results with a strong customer orientationInterpersonal skills: such as telephony skills, communication skills, active listening and customer-careAbility to multi-task and adapt to changes quicklyAbility to work in a team and communicate effectivelyService awareness of all organization’s key IT services for which support is being providedUnderstanding of support tools, techniques, and how technology is used to provide IT servicesSelf-motivated with the ability to work in a fast moving environment.To apply for this role please send your CV to Peter Bibby on the email address below...