Help Desk Manager
Hybrid
London, United Kingdom
Full Time
05-02-2025
Job Specifications
The Helpdesk Manager will oversee the IT helpdesk team, ensuring efficient and effective support for Windows desktop environments. This role involves managing the Jira Service Desk platform, with a strong focus on automation and platform engineering to enhance service delivery and user satisfaction.
The ideal candidate disposes of:
• Team Leadership: Lead, mentor, and manage a team of helpdesk technicians, providing guidance and support to ensure high performance and professional development.
• Service Desk Management: Oversee the Jira Service Desk platform, ensuring tickets are managed and resolved in a timely manner. Implement best practices for ticket management and user support.
• Automation: Develop and implement automation strategies to streamline helpdesk operations, reduce manual tasks, and improve response times. • Platform Engineering: Collaborate with the IT infrastructure team to ensure the stability and efficiency of the Windows desktop environment. Implement and maintain platform engineering solutions to enhance system performance.
• User Support: Provide high-level support for complex issues, ensuring user satisfaction and efficient problem resolution. • Reporting and Analysis: Generate and analyse helpdesk performance reports to identify trends, areas for improvement, and opportunities for automation.
• Continuous Improvement: Stay updated with the latest industry trends and technologies. Propose and implement improvements to helpdesk processes and tools. Key competencies and SkillS The Helpdesk Lead role demands a versatile skill set that combines technical expertise, leadership, and collaboration. Excellent interpersonal and communication skills (both verbal and written) are a must.
Key competencies will include:
• Technical Proficiency:
o In-depth knowledge of IT systems, software, and hardware(Windows 11, Office, other desktop apps).
o Proficiency in service desk tools (e.g., Jira Service Desk).
o Understanding of network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP).
o Familiarity with ITIL framework and best practices.
• Leadership and Management:
o Ability to lead and mentor a team of IT support staff.
o Strong organizational and time management skills.
o Capability to develop and implement policies and procedures.
o Strategic planning to enhance service desk performance.
• Problem-Solving and Analytical Skills:
o Excellent problem-solving abilities to address complex IT issues.
o Analytical skills to generate and interpret performance reports.
o Ability to identify trends and areas for improvement.
• Customer Service Orientation:
o Strong focus on user satisfaction and efficient problem resolution.
o Effective communication skills to interact with non-technical users.
o Ability to manage user expectations and provide timely updates.
• Adaptability and Continuous Learning:
o Willingness to stay updated with the latest industry trends and technologies.
o Flexibility to adapt to changing business needs and technological advancements.
o Commitment to ongoing learning and professional development.
Technology stack:
• Proficiency in Windows desktop environments (Windows 11, Office 365)
• Extensive experience with Jira Service Desk
• Platform engineering and infrastructure management
• Knowledge of Active Directory and Group Policy management
• Familiarity with network protocols and troubleshooting (e.g., TCP/IP, DNS, DHCP) • Experience with virtualization technologies (VMware)
• Understanding of ITIL framework and best practices
• Experience with endpoint management solutions (e.g., SCCM, Intune)
• Basic scripting skills (PowerShell)
• Basic understanding of cloud tech (Azure)
Education & EXPERIENCE REQUIREMENTS:
• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience (at least 5 years) in helpdesk/service desk leadership.
• Familiarity with energy trading systems or financial markets is advantageous.
• Excellent communication and stakeholder management skills
About the Company
RJC Group is a specialised talent acquisition firm with a keen focus on technology within the Energy Trading sector. Our approach mirrors executive search methodologies, tailored specifically for sourcing niche technical positions, ensuring our clients gain access to top-tier talent in a challenging market. Over the course of 7 years, we have meticulously cultivated a distinct network of candidates, renowned for our expertise in identifying and attracting exceptional professionals within our niche. Our reputation as one of... Know more
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