Helpdesk Manager

Job Overview

Job Description

Exciting Opportunity: Helpdesk Manager at Techrelate in Highbury, N5

About Techrelate: Techrelate stands at the forefront of the IT support industry and is committed to delivering exceptional IT solutions. Our mission encompasses three key objectives: providing unparalleled IT support, introducing innovative solutions, and delivering bespoke, efficient services that empower our clients to achieve their business goals. Techrelate is dedicated not only to solving IT problems but also to actively contributing to the success of our clients.

Role Overview: We are assisting Techrelate in their search for a Helpdesk Manager to join their dynamic team. This full-time, office-based role in Highbury, N5, is pivotal in supporting and managing helpdesk engineers, ensuring outstanding customer service, and maintaining efficient workflow and standards.

Key Responsibilities:

Demonstrate exceptional customer service at all times.

Manage Helpdesk Engineers, including timekeeping, attendance, and adherence to best practices.

Monitor and assign new tickets to Helpdesk Engineers.

Collaborate daily with the Head of Service Delivery to address priority infrastructure or security issues.

Ensure all helpdesk calls are answered within 3 rings and tickets receive a first response within 15 minutes.

Maintain and meet all Ticket SLAs.

Oversee the general workflow of the Helpdesk.

Coordinate engineer and hardware logistics with the Client Coordinator.

Assign resources to project tasks in collaboration with Project Managers and the Sales team.

Review the daily Helpdesk Checklist.

Assist with the workflow for Starters / Leavers / Changes.

Record minutes and actions for the Weekly Helpdesk meeting.

Report weekly KPIs to the Management Team.

Recognize and highlight performance excellence.

Work with the MD to ensure the well-being of all team members according to company policy.

Ensure customer priorities are met and oversee the helpdesk ticket list.

Properly scope and process all work outside of Monthly Service Contracts.

Requirements:

Minimum of 2 years experience in Service Desk coordination.

Firm but fair people management skills.

Understanding of remote support software.

Solid technical background with the ability to instruct non-technical audiences.

Excellent written and verbal communication skills.

Customer service-oriented with a problem-solving attitude.

Knowledge of Microsoft 365 is beneficial.

Salary: 30,000 - 35,000 per annum, negotiable depending on experience.

Growth Pathway: Future opportunities for advancement include roles such as Office Manager, Operations Manager, or Senior Line Management.