IT Helpdesk Manager
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IT Helpdesk Manager - Build Function from Scratch!
IT Helpdesk Manager required to join our client in Glasgow to champion the function within an expanding business. You will be tasked with the creation of the service desk process and protocols from scratch; including understanding the business requirements to select the right ticketing / CRM tools.
This is a brand-new role in which you will champion the support culture for a leading start up company who are set to transform the industry with their cutting-edge product, which helps solve genuine business problems.
This really is one a one-off opportunity, my client has ambitious growth plans and are doing some fascinating work which you will be a key part of. In return you will secure a hugely competitive salary and the opportunity to secure equity in an organisation at the forefront of the industry.
This role is challenging and as a result I require a motivated Helpdesk Manager with prior experience of setting up helpdesk teams / implementing and procuring ticketing software, guidelines and controls. You will be instrumental in defining the service levels for the business and have responsibility to direct, create and evolve policy in order to meet the company's current and future IT needs.
Candidates wishing to apply will have a clear passion for Technical Support with a highly customer centric approach - You will champion the adoption of best practices, governance, policies and standards across the enterprise.
** Research / consult on required ticketing software
** Supervising the day to day operations of the Helpdesk
** Continuous monitoring of the function's performance against agreed SLA's
** Investigate, analyse and resolve issues escalated from IT Service Desk
** Escalate and raise issues with 3rd parties
** Maintaining and prioritising service desk queues, ensuring correct levels or service are met
Key Skills and Experience:
**Prior technical helpdesk management experience
** Experience operating in a complex organisational environment dealing with senior members of staff and influencing key stakeholders
** Excellent working experience of developing, publishing, maintaining control processes and policies around IT Services
We are offering the opportunity to lead Service Desk practices across a rapidly expanding organisation. The environment is hugely collaborative, and the role will offer genuine responsibility to make your mark. I am keen to speak to professionals who have experience in a similar role, with a strong understanding of Help-desk management. You must ensure requirements are being met, whilst continually driving process improvement to ensure best practice.
If this sounds interesting, please apply straight away, or call Michael Burrell at Cathcart Associates, for an informal chat.