Helpdesk Manager

Helpdesk Manager Our client based in Central London is an IT outsourcing company who specialise in the finance sector. They are looking to recruit a Helpdesk Manager on a permanent basis. Role: Helpdesk Manager Start: Client can wait notice period Location: Central London Salary: up to £33,000pa (dependent on skills) Duties To guide service delivery, achieving required service levels and customer satisfaction, by developing, deploying and managing appropriate skills, and by controlling costs. Management ability and technical judgment are key ingredients. The Helpdesk Manager will spend 100% of his / her time on the following key challenges: • Delivering impeccable service • Developing effective relationships and teams • Innovating and improving productivity Key accountabilities: • Team management of staff • Demonstrable delivery of service • Maintain set of processes and procedures that meet Business needs, under document control • Regular team meetings and reviews • Helpdesk Escalations • Intra-day statistic’s generation • Queue watching to ensure SLA’s are met, including quotes, emails, scheduling and support queues, and inbound calls • Shifting resources available intra-day to resolve and items or queues out of SLA • Ensuring adequate cover throughout the shift, catering for intra-day staff breaks • Ensuring problem clients or issues are correctly escalated throughout the shift • Cover shifts where Needed • Ensure that records are kept of Leave, Holiday or Sick Leave • Closely observe that all the SLA’s are met • Resourcing – ensure that the Desk is always resourced and plan ahead for Holidays / Leave of Absence / Etc • Budgets – Yearly and Monthly Budgets for the Helpdesk • Ensure that you work with the Technical Team Leaders and IT Director to ensure that there is adequate engineering cover The successful candidate must have: • Keen awareness of business objectives • Excellent people management and development skills • Production / use of data and statistics and development • Understanding and experience of Call Centre processes and environment. • Communication / presentation skills at all levels • Planning and organizing • Technical / Service Judgment • Leadership / motivation .For further information, send me your most up to date CV ASAP Orbis Resourcing Ltd offers rewards for successful referrals Orbis Resourcing Ltd acts as an employment agency and an employment business. Helpdesk Manager