Manager / Helpdesk Support Manager

OGL is looking to recruit a Helpdesk Support Manager with strong management skills; coupled with a good understanding of ERP systems to join the Software Support Team at their Stourport on Severn office in Worcestershire. 

This is a key role and involves day to day management and full responsibility of the Support Team and ensuring overall performance within the Department. 

Main Duties:

• Managing a team of support personnel who handle a daily average of 160 incidents, ensuring both customer and contractual requirements and expectations are met
• To ensure the on-going operational management of the Software Helpdesk teams are carried out in line with contractual terms and conditions; following internal procedures
• Responsible for overseeing planning of work and the management of incidents; driving the standards of customer service to the highest levels within the department
• Management of team targets and individual KPI’s  
• Evaluating, improving, creating and revising departmental processes and procedures through continuous review and assessment
• To manage all training and developmental needs of the team through individual performance management and to provide feedback through the OGL Appraisal process
• To proactively monitor all calls processed through the Service Desk, identifying customer specific or on-going issues including increased activity and fault patterns, determining strategy to address the situation
• To monitor overall performance of the department and make recommendations for improvements to support a more efficient working practice and continuously deliver a high level of support to the customer base
• To develop and implement improvements and processes, motivating the teams and ensuring both team and customer targets are met

Skills & Experience Required:

• Experience of Helpdesk / Service Desk Management in supporting Software / ERP applications
• A good understanding of business procedures is essential together with experience of managing a team
• The successful candidate will be a confident individual, possessing excellent motivational, listening and communication skills
• Highly focussed on providing excellent customer care and service, with the ability to drive forward service and teams
• The ability to effectively prioritise and execute tasks in a high pressure environment is essential
• Be able to find solutions to problems through your analytical mind set

Benefits/Package:

• Attractive Salary Package
• 25 days Holiday plus 8 Statutory Bank Holidays
• Private Healthcare (following a 6 month probation period)
• Company Pension Scheme
• Childcare Voucher Scheme
• Free on-site parking

About OGL

Established in 1976, OGL Computer Services Group Limited now employs over 250 members of staff at its offices in Worcestershire.

OGL offer support services to a large number of SME businesses.  We supply, install and support products from world leading partners, including HP Enterprise (Silver Partner), Microsoft (Gold Partner), Kaspersky (Platinum Partner), WatchGuard One (Gold Partner) and VMWare (Enterprise Partner).

Interested? Please forward your CV, including details of your salary aspirations