Helpline Manager, London, to c. £80,000 + big company benefits.

A brilliant opportunity. Don't miss this one!

Helpline Manager, London, to c. £80,000 + big company benefits.

 

The Role

Our prestigious client is looking to recruit an experienced Helpline Manager to run an international first line support function which operates 24/7, consisting of a team of fourteen Helpline analysts and three supervisors.

The Helpline Manager will sit within the Technology department as a key member of the IT Management Team reporting directly to the Head of Technology.
Job Overview
The Helpline Manager is responsible for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.

Primary Responsibilities and Activities

• Manage the staff of the service desk, including motivating them, hiring and writing reviews, preparing overall performance evaluations and training. Candidates should be skilled at managing teams.
• Develop, manage, measure and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to resolve, cost per call, call avoidance, demand mix and end-user productivity.
• Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
• Build and maintain relationships with all Technology Teams to ensure that Technology-delivered services and end-user productivity goals are understood and exceeded.
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Advance the use of a knowledge repository to share information among all levels of Technology service and support.
• Prepare cost analyses, budget plans and proposals as needed.
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
• Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

Primary Work Arrangements

• The ideal candidate will be expected to manage the service desk 24/7 throughout the year and must be available for off-hour support when necessary.
• The service desk manager must have sound communications skills and experience working alongside other IT and business management professionals.
• The service desk manager must foster relationships with end users and must become the champion of end-user satisfaction.

Key skills and attributes

• Degree
• ITIL certification (preferred)
• At least three years managing an IT service and support function in a corporate, complex environment
• Previous management experience
• Knowledge of IT service desk tools and best practices
• Strong communication and reporting skills


HTS Recruitment Ltd
Mob: 07970 494916
Tel: 0121 687 1234
Email: jayne at HTS
Connect with us at LinkedIn: www.linkedin.com/in/jaynehannon

 

HTS, Specialist Recruiters. Contract and Permanent Vacancies.