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Helpdesk Manager
Job Posted: 17 days ago
Salary: £ 50,000/Annum
Job Type: Permanent
Location: Cambridge, Cambridgeshire
Expire in: 10 days
Job Description
Job Title: Helpdesk Manager
Location: Cambridge (hybrid- 1 day WFH a week)
Industry: Healthcare
Salary: £(phone number removed) per annum (DOE)
I am teaming up with a Healthcare company based near Cambridge who are seeking an experienced and proactive Helpdesk Manager to join their team.
The Role:
As a Helpdesk Manager, you will be responsible for overseeing the IT support function, ensuring the efficient and effective resolution of technical issues for internal users. You will lead a team of helpdesk professionals, manage service requests, and drive continuous improvement to enhance user satisfaction. This role requires strong leadership, technical expertise, and a customer-focused approach.
Key Responsibilities:
Manage and lead the IT helpdesk team, providing guidance, support, and performance management.
Oversee the daily operations of the IT service desk, ensuring timely resolution of technical issues.
Develop and implement helpdesk policies, procedures, and best practices.
Monitor and analyse helpdesk performance metrics, reporting on trends and areas for improvement.
Act as an escalation point for complex technical issues and ensure their resolution.
Collaborate with other IT teams and departments to ensure seamless support services.
Maintain and improve IT service management processes, including incident, problem, and change management.
Ensure compliance with security policies and IT governance frameworks.
Provide training and mentoring to helpdesk staff to enhance their technical skills and customer service capabilities.
Requirements:
2-3 years of experience within a management role
Strong leadership and team management skills
ITIL/Microsoft Certifications
Hands-on experience with IT service management tools and frameworks (e.g., ITIL)
Solid understanding of Windows, Mac, networking, and cloud-based technologies.
Strong communication skills with the ability to explain technical concepts to non-technical users
Ability to manage multiple priorities in a fast-paced environmen
If you think you could be a good fit for this role, please apply now!
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