IT Helpdesk Manager

IT Helpdesk Manager – Scrivens Opticians & Hearing Care Job Purpose

To lead and manage the IT Helpdesk team, ensuring the delivery of high-quality technical support services to internal users. The role involves overseeing day-to-day operations, improving service levels, managing escalations, and driving continuous improvement in support processes.

• Team Leadership & Management
  • Supervise and mentor Helpdesk staff, including recruitment, training, and performance reviews.
  • Allocate tasks and manage workloads to ensure timely resolution of support tickets.
  • Foster a customer-focused culture within the team.
• Service Delivery
  • Ensure SLAs and KPIs are met or exceeded.
  • Monitor ticket queues and prioritise incidents and requests effectively.
  • Manage escalations and complex technical issues.
• Process Improvement
  • Develop and implement helpdesk procedures and best practices.
  • Identify recurring issues and recommend long-term solutions.
  • Maintain and improve documentation and knowledge base articles.
• Stakeholder Engagement
  • Act as the primary point of contact for IT support-related queries from other departments.
  • Communicate effectively with users at all levels of technical understanding.
  • Provide regular reports and insights to senior IT leadership.
• Technical Oversight
  • Maintain a working knowledge of core systems, applications, and infrastructure.
  • Support the rollout of new technologies and upgrades.
  • Ensure compliance with IT policies, including security and data protection.

• Proven experience managing an IT Helpdesk or Service Desk team.
• Strong understanding of ITIL principles and service management.
• Excellent troubleshooting and problem-solving skills.
• Experience with ticketing systems (e.g., HALO, Service Now, Fresh service, Zendesk).
• Strong communication and interpersonal skills.

• Experience in Microsoft 365, Active Directory, Windows OS, and remote support tools.
• Familiarity with cybersecurity principles and data protection regulations (e.g., GDPR).

• Degree or equivalent in IT, Computer Science, or related field.
• Relevant professional certifications (e.g., CompTIA, Microsoft, ITIL).

• Office-based
• May require occasional out-of-hours support or on-call duties.

Location:

Birmingham, England, United Kingdom

Seniority Level: Mid-Senior level

Employment Type:

Full-time
Job Function:
Information Technology
Industries:
Retail

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