Our client are seeking a self-motivated and enthusiastic candidate for a Helpdesk Manager role with previous leadership qualities to join an engineering company in Birmingham. As a Helpdesk Manager, you will work to lead, monitor and motivate a team of 3 Engineering Helpdesk Technicians along with managing and troubleshooting escalated issues.
The ideal candidate for the Helpdesk Manager will be an expert communicator with a resilient nature, who is able to communicate with customers of all levels and report on departmental activity. You will also need to provide flexibility when required to assist in team illness/holiday/etc to cover evening and weekends as needed.
Primary duties; Helpdesk Manager
Manage the day to day functions of the helpdesk team
Organise the helpdesk team rota
Manage and approve holiday requests
Be an escalation point for the helpdesk
Ensure customer SLA's are met
Providing reports for customers and internal management
Dealing with escalated issues and questions
Proven background in a technical support role
Previous experience within a Team Leader or Supervisory role
Ability to prioritise and execute tasks in a high-pressure environment
Ability to adapt to an ever-changing environment
First class written and oral communication skills and ability to communicate with customers at all levels (phone & email), with good listening and interpersonal skills
Self-motivated and directed with a keen attention to detail, with the ability to use own initiative and work without direct supervision
Confident and professional manner in dealing with customers
If you are interested in this role for a Helpdesk Manager and believe you have suitable skills and experience to be considered for the Helpdesk Team Leader position then please apply.