Our client is currently seeking an experienced Helpdesk Manager to join there long standing, progressive IT company based in the south east of Ireland. RESPONSIBILITIES: Day to day team leadership of the helpdesk and engineering team - manage scheduling of engineering resources. Ticket queue management ensure tickets are assigned and tracked to closure. Quality assurance checking on selection of tickets. Ensure each member of the team is clear about their goal and are customer focused. Regular meetings with the team to mentor and also monitor performance include key KPI's. Ensure SLA's are met and report results. Be a technical escalation point for the technical team. Schedule the team to provide break fix support to nationwide customer. Forecast and schedule engineers for planned installation and proactive work. Recruit, train and support Helpdesk and Engineering staff. Contribute to improving customer support and handling client technical complaints. Follow up with customers to identify areas of improvement. Ensure customers are kept up to date on any delays and ticket escalations. Review and Establish best practices through the entire technical support process. Develop daily, weekly and monthly reports on team's productivity to include. QUALIFICATIONS/EXPERIENCE REQUIRED: 3-5 years' experience in a team lead position with understanding of ICT environment. Experience in supporting a team of Helpdesk/Engineering professionals in a dynamic IT Services Company. Diploma/Degree in IT or related Discipline. Demonstrated Microsoft skills, Excel and Work report creation, demonstrate good understanding on server and Networking topology and equipment. Microsoft Certification is desirable. Min. 3 years team and people management experience including staff review and disciplinary processes. Knowledge of Microsoft Office Suite. If you are interested in this role and would like more information please contact Jennifer with your CV through her email or apply through the link provided. This job originally appeared on RecruitIreland.com.
70 days ago