It should be a place where you are inspired to become the best version of you, to help others achieve their goals and dreams and have an impact on the World as a whole.
To be the best IT support company.
To help our people be the best version of themselves.
To support and help 1000 young people into IT apprenticeships....
This is a massive goal for a small business but we believe it is possible.
Unlike most other businesses, we are building a legacy business – something that will have an impact for generations to come.
We are seeking an experienced IT Helpdesk Manager to develop our technical support team and ensure the delivery of exceptional customer service.
The ideal candidate will possess strong leadership skills, a deep understanding of IT systems, and the ability to communicate effectively with both technical and non-technical users.
This role is crucial to improve and maintain the efficiency of our helpdesk operations, enhance our customer satisfaction and grow our business.
Lead and manage the helpdesk team, providing guidance, mentorship and support.
Coordinate with the Projects and Security teams to help designate and implement new infrastructure and services.
Implement and ensure the helpdesk team meet SLAs, ensuring timely response and resolution of support tickets.
Help develop and maintain relevant and up to date knowledge base containing documentation of internal SOPs, internal technical processes, customer infrastructure and service, and public customer guides.
Plan and implement ongoing training for team members to assist their professional development.
Analyze helpdesk metrics and performance indicators to identify trends, bottlenecks, and areas for improvement.
Proven experience in a MSP helpdesk, with previous managerial experience preferred.
Strong understanding of IT including Servers, Networks, Security, Microsoft cloud technologies.
Proficiency in using helpdesk software such as Connectwise Manage, Datto RMM, IT Glue.
A customer-focused mindset with a commitment to delivering outstanding service.
Relevant certifications in IT support or management would be advantageous but are not mandatory.
Join us in this pivotal role where you can make a significant impact on our organisation's technical support capabilities while fostering a culture of excellence within your team.
Flexible working times
Company Pension
Employee Discounts
Free On-site Parking
Private Medical Insurance
Private Dental Insurance
Sick Pay
Additional Leave
Company Events