Helpdesk Manager
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| Job Type | Permanent Full Time |
| Location | Banstead |
| Area | Greater London, UKSurrey, UK |
| Sector | Customer Service IT |
| Salary | 30,000 - 35,000 |
| Start Date | |
| Advertiser | Kim Williams |
| Job Ref | KW9871 |
- Description
- Lloyd Recruitment Services are delighted to be able to assist one of our longest standing clients in the search for an experienced Helpdesk Manager to join their small yet well-established team near Banstead.
Purpose
You’ll be responsible for key areas across Business, Team and Technical areas - with overall responsibility for helpdesk performance, including SLAs, KPI and customer satisfaction
The Role:
Ensuring the team make accurate and meaningful ticket notes
Daily catch-ups with the helpdesk team to identify day to day activities and any problem that need attention that maybe more specialised.
Identify and manage any particularly troublesome issues to ensure continued customer satisfaction, including escalation to experienced colleagues, accounts and administration teams where necessary
KPI reviews on a weekly basis
Continual development of helpdesk processes
Regular meetings with the team, discuss projects, team whereabouts, team struggles - any ongoing issues, problems, workload planning
Manage out of hour shift rota’s (as Team Manager you will not be expected to work a shift pattern, however will need to make sure they are covered)
The successful candidate:
Experience in a similar role with a minimum of 2 years management/team leader experience in a helpdesk environment
Hard worker who thrives in a busy environment
A self-starter, who will proactively seek out and implement improvements in working methods and systems.
Flexibility and organisational skills are essential, especially as daily and weekly priorities can change rapidly
NB: Unfortunately, due to the high number of applications received by Lloyd Recruitment Services, we are only able to contact shortlisted candidates.
KEYWORDS: Helpdesk Manager; Customer Service Manager; Customer Service; Helpdesk; Team Leader; Call Centre; Epsom; Sutton; Reigate; Ewell; Surbiton; Leatherhead; Tolworth
