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Help Desk Manager Date Added 15/10/2018

Specialist Roles Job

Due to a restructure, our client is looking for an experienced, ambitious and forward thinking Help Desk Manager to join their ever growing business.


Sector: Commercial
Type: Specialist Roles
Location: Wakefield
Salary: £25-30,000

Key Responsibilities

Being responsible for a small team of help desk advisors, your role will include the following duties: 

  • Monitoring a busy helpdesk, providing assistance, guidance and help to colleagues when needed
  • Monitoring individual workloads, ensuring all clients are being dealt with and that all staff are performing successfully 
  • Suggesting and implementing new ideas to enhance the current performance of the help desk
  • Ensuring the SLA's are met and that the engineers are allocated to the jobs in the most cost effective and efficient manner 
  • Dealing with clients both face to face and over the phone, being the first point of contact should a call ever escalate to management. 

Key Skills and Experience

Someone who has managed a Help Desk is a must however the product or the service is irrelevant, providing that the applicant has experience of working with a small team and is used to dealing with high levels of phone calls and emails. 

What is also key, is that they have a firm but fair management style, can show true leadership and motivate their team in often difficult and stressful situations

Recruiting, interviewing and training will also be part of your daily role so any experience in this would also be advantageous. 

Personal Qualities

  • Being able to think on your feet is a must as this role is a very reactive post as well as requiring a proactive mindset. 
  • Someone who can remain calm under pressure, often when working to very tight deadlines and being able to portray a professional image at all times. 

Closing Date

15/11/2018, 12:00


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