Helpdesk Manager

Helpdesk Manager

We have a superb new opportunity working with one of Ireland’s leading employers.

Our client is now recruiting for a Helpdesk Manager to join their team. Reporting to the Head of Service Delivery, you will play a huge role in ensuring business continuity as well as driving improvements across the business.

Some of your responsibilities will include:
  • Responsible for ensuring users are provided efficient and timely first and second level support on a 7×24 basis
  • Perform staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
  • Manage the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities
  • Provide staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
  • Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
  • Maintain a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
  • Invoke problem escalation procedures to coordinate recovery
  • Isolate problem trends and ensure that troubleshooting efforts are completed for recurring problems until permanent solutions are found
  • Ensure that decisions made to improve the overall customer support of the Help Desk are continually carried through
  • Coordinate training requirements of Help Desk personnel
  • Solve problems and makes decisions daily relative to Help Desk responsibilities
  • Resolve problem situations in a professional manner. Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
  • Maintain competency and enhance professional growth and development through continuing education and conferences
  • Accountable for meeting systems infrastructure or operational Service Level Agreements established by the Head of Service Management including managing any associated stock levels to support the business
  • Plan, direct, report and general administrative responsibilities of this position
  • Manage multiple high priority initiatives in a fast paced highly technical environment
  • Hold monthly/quarterly service reviews with Third Party vendors to ensure SLAs are met and high standards are kept across all businesses
Some of your background should include:
  • Previous experience working in a technical management role or as a Helpdesk Manager
  • Experience supporting desktop, wide area network and local area network equipment, including in a fast-paced retail environment
  • Excellent understanding of customer service and complaint management
  • Excellent written and verbal communication skills
  • Ability to work under pressure and handling challenging situations
  • Excellent organisation and planning skills
  • Previous IT Support experience is advantageous
  • Proven ability to build effective relationships with colleagues and customers within a team
  • Experience working with a Self-Service ticketing system

 

Our client is undergoing a major period of growth and 2022 will see multiple additions across the entire business, both in Ireland and internationally. If you would like to learn more about this Helpdesk Manager role, then get in contact with Eddie on 0862393885 or eddie@carrickrecruitment.ie

An excellent salary and working environment are available. Plus, the opportunity to join one of Ireland’s most successful companies.

 

Job Reference Number: 3530HDM

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