£45,000 - £50,000K

Managing a Team of 30 with 2 direct reports. Manage a team of helpdesk Coordinators and technical support personnel and ensure that agreed customer service levels are met & Develop and implement robust processes to ensure that a high quality service is provided to both internal departments and external customers Implement methodologies to improve first call resolution Analyse help desk activity and make recommendations for increased organisational efficiency and effectiveness
Manage Help Desk resources for optimal performance &Train help desk staff to ensure that support is provided in a consistent manner. Ensure that regular training and appraisals are provided to staff to ensure that each member of the team is able to provide the best level of customer support Design and develop an enhanced reporting structure which ensures the early identification of service failure and ensures minimum risk to the business Participate in the development of a service level agreement and ongoing management of service level compliance Resolve escalated customer and vendor issues Resolve complex daily issues that impact the team and overall business objectives Maintain a high level of employee morale within the team Report writing will be required Assist the Service Director with the preparation and administration of departmental budget, business plan and metrics The successful applicant will be customer focussed and have a hands-on approach to management Essential Experience Applicants will have Helpdesk management or team leader experience within the Audio Visual Industry or similar Strong customer relation skills General Audio Visual Knowledge would be looked at favourably Self-motivated Excellent written and verbal communication skills

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