IT Lab Helpdesk Manager (HDM)

So here’s the deal… if you are the most driven, ambitious, enthused, charming and downright brilliant Helpdesk Manager out there, we’ll give you a great job in a cool office, pay you a good salary, and give you endless self-development opportunities.

Get Obsessed at the Lab

ITLab is the UK’s fastest growing SME IT services company based in Farringdon, London, with offices in Cape Town and Birmingham. Driven by Service Obsession, we are also hell bent on being the best B2B services company in any sector. Being the best means having the best people, and getting the best people means being the best place to work.

This is an excellent opportunity to become an instrumental part of a customer focused support team that will allow you to work across a varied technical environment and develop your skills. Furthermore we offer great benefits, and a fantastic working environment.

• Working within the ITIL framework to develop and implement robust processes to ensure that a high quality service is provided to both internal and external customers.
• Implement methodologies to improve first call resolution
• Scheduling, analysis and reporting for increased efficiency and effectiveness
• 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.
• Being the escalation point for 3/4th line issues, client complaints and general technical enquiries
• Day to day management of department budget
• Liaising with internal departments in particular the Account Management teams.
• Managing the demands of a busy service desk handling approximately 7000 cases per month and growing

You will work from our secret underground headquarters… okay, okay… it’s a splendid waterfront office in sunny Cape Town, South Africa.

 “I’m a Helpdesk Manager and I Just LOVE…”

• You love working closely with your technical team solving IT problems.
• You love building relationships with your team to better understand their needs and to recommend and implement solutions to enable them to succeed
• You love spotting opportunities for improvement and implementing procedures and processes to improve service and efficiency
• You love business technology and gadgets.
• You love working hard to achieve great things.
• Above all you are truly Service Obsessed.

So, Am I Right for the Job?

If you can tick the boxes below, we really ought to talk…

• Experience of managing a busy and pressured Helpdesk within a technical environment. Experience in managing helpdesk engineers both on and offshore a distinct advantage
• Ability to lead teams effectively both through structured coaching and delivering by example.
• Thorough knowledge of helpdesk operations to include a good knowledge of IT best practices, industry trends and customer service.
• Demonstrable evidence of influencing positive change within a helpdesk environment.
• Excellent written and verbal communication skills
• Experience of using a call logging system
• Commercial awareness
• Excellent problem solving ability
• Excellent customer service skills
• Calm but positive and responsive under pressure
• Charming, honest, responsible, diligent, organised and knowledgeable
• ITIL certification is helpful
• Thorough knowledge of Windows operating systems is essential, an MCSE is a distinct advantage
• Knowledge of Apple technologies would be advantageous

WARNING: We DO discriminate – if you aren’t passionate about your work and career don’t apply for a job with us ‘cos you won’t get one.