Support Manager

Help Desk Support Manager - Circa £35k - Near Chester/Broughton

Ready to take on a leadership role where you can make a real impact? This is your opportunity to lead a high-performing Helpdesk team in a growing technology firm based near Chester and Broughton. You’ll be responsible for ensuring outstanding customer support while fostering a collaborative and motivated team environment.

As Helpdesk Support Manager, you’ll drive performance, support your team, and be pivotal in improving service delivery.

Role Overview

You will lead and manage the Helpdesk team, ensuring they have the necessary resources and support. Key responsibilities for this Helpdesk Manager position include recruitment, training, performance management, task prioritisation, and client communications. You will also ensure compliance with company policies, including GDPR, and be the key point of contact for escalated issues and out-of-hours support.

Candidate Requirements

Essential:

• Proven Experience: Strong background as a Helpdesk Manager or Support Manager with leadership and team management/leading experience.
• Communication Skills: Excellent ability to manage complex client interactions professionally via phone, email, and video.
• Team Development: Experience in recruitment, training, and mentoring staff to foster team growth and performance.
• Performance Management: Proficient in using tools to monitor and manage team performance, including ticketing systems.
• Organisational Skills: Ability to prioritise tasks, manage incidents, and optimise workflow for improved efficiency.
• Compliance Knowledge: Strong understanding of GDPR and other relevant regulatory standards.

Desirable:

• Technical Skills: Experience with Power BI for reporting and database management.
• Industry Knowledge: Familiarity with Helpdesk software, ticketing systems, and performance measurement tools.
• Out-of-Hours Support: Ability to handle out-of-hours escalations when necessary.

If you're a proactive leader who thrives in a fast-paced environment and is passionate about service excellence, we want to hear from you. Apply today to take the next step in your career as a Helpdesk Manager.