1st LINE SUPPORT TEAM MANAGER / HELPDESK SUPPORT TEAM MANAGER / 1st LINE SUPPORT MANAGER
£26,000 Basic + BUPA Private Healthcare + 5% Pension + 33 Days Holiday + Excellent Benefits
Our Client is a strong performing Multi-National Blue Chip organisation who through continued investment heading into 2016, is now looking for an IT Support Team Manager / 1st Line Team Leader with Proven Leadership Experience to join this expanding business.
You will be responsible for bringing a fresh approach to Managing & Motivating a Team of 1st Line Support Staff, by Effectively & Proactively Developing the Team and 3rd Party Relationships.
Key Responsibilities of the role would include:
•Daily Supervision of the ICT Service Desk across 1st Line Staff
•Log All Incoming Phone (incl. Voicemail), Email, Web Incidents & Service Requests into the Service Desk System and Assign Tickets
•Answer the ICT Service Desk Telephone when all 1st Line Staff are busy
•Provide 1st Line Technical Support by Telephone / Remote Tools
•Collation of Service Desk Metrics which Analyse & Identify Trends in Services provided by ICT. Provide Reports that benchmark Service Desk Performance, Workload & Resource
•Hold Regular Team Meetings to update the Team on performance of team and updates on process, including news from the Business Units.
•Hold Regular Monthly Reviews with each Service Desk Technician, focusing on Ticket Management Quality, high level of Customer Service and efficient Case Management.
•Feedback any Performance, Training or Development Needs from these meetings to the ICT Service Delivery Manager so they can arrange appropriate action
•Carry out Annual Personal Development Reviews of all 1st Line Technicians. Setting Objectives & Regular Review Progress with each Technician
•Feedback any Performance, Training or Development
•Working with both the ICT Service Delivery Manager & Helpdesk Supervisor to define the future of Service Desk Roadmap.
•Lead by example, communicate effectively and professionally within the ICT Team and promote excellent customer service and a “can do”.
Key Skills & Experience required:
•Working on Service Desk / Helpdesk in either Senior Support Engineer or Management capacity
•Commercial Network / WAN experience
•Experience in the use of Document Management Systems.
•Knowledge of MS Office 2010 / Windows / Routers, / Exchange / Active Directory
•Using Service Desk Call Logging Tools
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Locations Suitable for the role will include: Hertfordshire / Stevenage / Luton / Hemel Hempstead / Harlow / Essex / Chelmsford / Epping / Enfield / Basildon / Romford / Ilford / Tottenham / St Albans / Barnet / Hertford / Hatfield / Welwyn Garden City / Hoddesdon / Bishop's Stortford / Letchworth / Watford