The IT Support manager is responsible for managing and developing the existing Helpdesk and Support function to achieve both excellence in customer and business satisfaction whilst promoting a process of continual improvement through the enforcement of strict KPI’s.

Key Responsibilities:

• Organising the developing the Helpdesk and Support function in –line with best practices and the business and IT strategies
• Get management buy-in for improving the help desk by demonstrating greater return on investment
• Develop and maintain formal procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Choose appropriate technology and other resources to maximize help desk effectiveness
• Develop a customer care philosophy that ensures customer satisfaction
• Analyse help desk performance through various statistical and reporting methods
• Market the image of the help desk as a support group showcase that advances the IT vision and strategy

Requirements:

• Must have a proven track-record in an IT support management position in a Contact Centre environment
• Qualified to a sufficient standard in an information technology subject
• Excellent communication skills both written and verbal
• Ability to manage multiple projects