Service Desk Manager

An exciting, fast growing IT Support company are currently on the lookout for a Service Desk Manager (ITIL, Windows, Mac & Networking) to join and manage a team of 6 Service Desk Analysts.

The Service Desk Manager will become the escalation point for the Service Desk team, both from a managerial and functional point of view. The Service Desk Manager will also oversee the development, implementation and administration of Service Desk policies and procedures.

Qualifications:

- Degree or equivalent combination of education and experience is required
- Requires six or more years of related technical and managerial experience in a helpdesk environment supporting Desktops, Networks & Servers
- ITIL certified Service Desk Manager

Supervisor Staff:

6+ Helpdesk Personnel

Essential Job Functions:

- Manage the helpdesk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
- Responsible for assuring clients / users are provided high quality, efficient and timely support
- Responsible for helpdesk quality control in terms of customer communications, standard of work and documentation normalisation
- Provide staff support for administrative tasks (expenses, working schedules, overtime forms etc.)
- Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
- Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of senior management
- Ensures that decisions made to improve the overall customer support of the helpdesk are continually carried through
- Accurately communicates pertinent information to staff and senior management
- Interfaces with clients & users, employing a high degree of tact and diplomacy to promote a positive image of the company.
- Accountable for meeting helpdesk Service Level Agreements
- Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
- Ability to manage multiple high priority initiatives in a fast paced highly technical environment
- Remains on-call during off-peak hours to respond to support service issues

Must be able to:

- Demonstrate strong customer service skills
- Have experience as an IT / helpdesk engineer
- Prepare, read, comprehend, and analyse a variety reports
- Speak to individuals or groups of people with poise, voice control and confidence
- Respond to inquiries or complaints
- Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
- Manage multiple high priority initiatives in a fast paced, highly technical environment
- Successfully perform the planning, directing, reporting and administrative responsibilities of this position

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