Helpdesk Manager Job Description

Skip to content 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

Linkedin-in Instagram Twitter Facebook-f