IT Support Desk Manager

Our client is a well known global charity and have an exciting new opportunity for an IT Support Desk Manager to join the team in Swindon.

The IT Support Desk Manager role is responsible for managing the IT Support desk team and ensuring excellent levels of customer service are delivered to staff in response to support tickets. The role is expected to participate in the full range of Support desk duties, supporting end user facing systems, which range from Windows 10 and MacOS through to Office 365 services.

Support desk

  • Be the face of the IT Support desk ensuring we maintain high levels of customer services, through excellent communication and closing support desk jobs efficiently

  • Provide 1st to 3rd line support for all end user facing systems.

Some examples are:

o Office 365 services such as Teams, SharePoint, Office
o Cloud telephony system
o Windows 10 and MacOS
o Apple iOS device
o Adobe products

  • Monitor the Support desk quality through customer surveys and monitoring of key Support desk metrics

  • Work with the Support desk team to identify priorities both Support desk and project related through clear communication and daily meetings.

  • Work as part of the Support desk team picking up and resolving tickets

  • Act as an escalation point within the Support desk

  • Work towards a crossover of skills and knowledge within the Support desk team, through training,education and sharing knowledge of escalated Support desk tickets.

  • Continuous review of the Support desk and processes looking for innovative ways to improve support and find efficiencies

  • Work with the Hardware & Systems manager to migrate the Support desk to Salesforce and look at innovative ways to incorporate services such as Microsoft Teams and Microsoft Stream to create a new Support desk experience

  • Create and maintain a video tutorial knowledge base to enable self-support for the end users.

  • Work with the Support desk team to provide technical support for internal and external video conference and webinar events.

  • Liaise with external companies/individuals and arrange visits, maintenance call-outs, etc.

Line management

  • Manage and co-ordinate Support desk team to ensure work is aligned to the strategic focus

  • Put in place development plans for the Support desk team to ensure their skills and knowledge grow in line with the strategy

  • Conduct monthly one-to-one meetings with direct reports, managing, supporting and motivating staff.

  • Create a positive working environment where direct reports can flourish within the team and in their working with others

If you have the skills for this role then please apply today.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Donna Maidment