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Helpdesk Manager Job Description


Job Overview
The Helpdesk Manager will manage the helpdesk team and will be responsible for driving performance against agreed Service Level Agreements (SLA’s).

Duties and Responsibilities
- Manage a team of helpdesk analysts and ensure that agreed targets are met and appropriate qualitative standards achieved
- Develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers
- Implement methodologies to improve first call resolution
- Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business
- Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness
- Train helpdesk staff to ensure that support is provided in a consistent manner
- Implement staffing and scheduling models to ensure guaranteed coverage to the business
- Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support

Skills / Attributes Required
- Experience of managing a team within a Helpdesk environment
- Thorough knowledge of Windows operating systems (Windows XP / Vista / Windows 7, including Server knowledge)
- ITIL certification is desirable
- Demonstrable evidence of influencing positive change within a helpdesk environment