IT Helpdesk Manager

Kingston Upon Thames, Surrey
Recruitment Genius

Join a well-established Managed Service Provider in Kingston-upon-Thames with a customer base all over the UK and abroad. Their key value is “We love helping people” and that is demonstrated in the way they treat their customers and especially staff.

THE ROLE:Successfully lead & manage the helpdesk team, driving a culture of service excellence and continuous improvement through:- Line management of technical and team lead staff members, including 1-2-1’s, annual reviews, development and succession planning.- Defining, reporting on and improving performance in terms of team and individual KPIs.- Ownership of P1 tickets and driving to resolution ensuring the customer is kept informed at all times, ensuring SLA’s and customer expectations are met.- Working with the Project team to transition projects to Internal support services. – Managing recruitment of technicians necessary to run a successful service desk effectively.- Proactively report service desk metrics, successes and areas requiring attention to the senior management team – Deliver continuous service improvement objectives set by the senior management team.- Build and maintain exceptional relationships with customers based on integrity.- Implement a customer satisfaction review process and ensure that feedback is reviewed and responded to in all instances where low satisfaction is reported.

SKILLS & EXPERIENCE:- Proven experience in taking responsibility for service within a Managed Service Provider. – At least 3 years experience working in a senior technician role at a Managed Service Provider .- You must have in-depth experience of: Microsoft 365 and Azure. Microsoft Office and Windows 10/11 administration and troubleshooting. Windows server 2012+ administration and troubleshooting. IP networking and advanced firewall configuration. An in-depth understanding of Cyber Security principles, concepts, and technologies. MSP tools – PSA, RMM, remote access and technical documentation. Disaster recovery and backup technologies and software.

SALARY & BENEFITS:- Salary £40,000 – £55,000 dependent upon experience.- 40-hour working week.- Flexible working environment.- 24 days holiday, including your Birthday, or the closest working day off. (Three days to be reserved for between Christmas and New Year.)- Annual bonus scheme.- Auto-enrolled pension.- Structured training plan.- Employee Assistance Program.

All applicants must currently have the permanent right to work in the UK; visa applications will not be considered.

Related job titles may include: Technical Support Manager, Service Desk Manager, IT Support Manager, IT Services Manager.