Junior Key Account Manager

IT Services Help Desk Manager office based in Peterborough with site visits

Job Summary:

The IT Services Help Desk Manager will oversee the help desk team's daily operations and ensure that all IT support requests are addressed promptly and effectively. They will manage a team of support specialists, set team goals, and provide training and coaching to help team members improve their skills and performance. The ideal candidate will have excellent communication skills, be customer service-oriented, and have a solid technical background. Experience in working in a Legal Services or an Accounting firm environment would be an advantage but not essential.

Key Responsibilities:

• Manage the day-to-day operations of the IT help desk team, including assigning support requests, monitoring response times, and ensuring that all tickets are resolved in a timely and effective manner.
• Develop and maintain procedures and processes for the help desk team to ensure high-quality customer service delivery.
• Monitor the team's performance against service level agreements (SLAs) and take corrective action when necessary.
• Develop and maintain relationships with key stakeholders and communicate service level expectations to ensure customer satisfaction.
• Train and coach team members on technical and customer service skills to improve their performance and effectiveness.
• Oversee creating and maintaining knowledge base articles, FAQs, and other self-help resources for customers.
• Manage the performance and development of team members, including conducting performance reviews and identifying development opportunities.
• Ensure that the help desk team adheres to security policies and procedures.
• Continuously evaluate and improve the help desk team's processes and procedures to improve efficiency and effectiveness.
• Stay up to date with industry trends and best practices in IT support and service delivery.

Qualifications

• 5+ years of experience in IT support or service delivery, including at least two years in a management role.
• Strong technical background with experience in Windows, Linux, and macOS operating systems, as well as typical software applications and network technologies
• Excellent customer service and communication skills, with the ability to communicate technical information to non-technical users.
• Strong analytical and problem-solving skills, able to identify and resolve technical issues quickly and effectively.
• Ability to manage and prioritise multiple tasks and projects in a fast-paced environment.
• Experience working with IT service management tools such as ServiceNow or Remedy
• ITIL certification is desirable.

The IT Services Help Desk Manager will report to the Head of Service and Account Management and work closely with other IT teams, including infrastructure, security, and applications.