Summary
Here at Gleeson the IT department is responsible for the delivery and support of all aspects of technology within MJ Gleeson PLC. The function is responsible for all the operational aspects of IT including helpdesk, laptop support, network, and cloud infrastructure; development, implementation, integration, and support of applications; and delivering projects and change.
As Helpdesk Manager you will be responsible for managing the Helpdesk team which provides first and second line incident and request management across all IT services. They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed service levels to deliver customer satisfaction.
As Helpdesk Manager it will be your responsibility to develop and implement the strategy, standards, and procedures within which the Service Desk and other related Service Desks will operate.
Owner of the Helpdesk tool, SysAid as well as the Knowledge Base, you will be responsible for analysing usage of applications, incidents, and requests to identify problems and proactively reduce call volumes.
Package
- Generous holiday entitlement of 26 days per annum + bank holidays
- Choice of company car or car allowance
- Discretionary Bonus Scheme
- Holiday Buy Back Scheme
- Company Pension Scheme
- Private Medical Insurance Scheme
- Healthshield membership
- Life Assurance Scheme
- The opportunity to join our Share Purchase Plan upon completion of a year working with Gleesons
Main Responsibilities
- Direct line management for a team of help desk analysts, providing feedback through 121s and formal reviews
- Draft the Helpdesk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service.
- Develop, gain agreement to, own and maintain the Incident, Critical Incident and Service Request processes (ITIL) and procedures, ensuring procedures are followed, including reviews and problem analysis
- Own the knowledge base tool and develop IT Services policies and procedures for its effective use, including review and compliance.
- Manage high profile critical or complex incidents as required and provide updates to management and Customers where necessary.
- Provide communications between the IT Department and customers during incidents, planned outages and upgrades, using an array of channels and mediums.
- Obtain Customer Feedback to evaluate the level of customer satisfaction delivered by the Service Desk
- Monitor the performance of the Help Desk through the review of existing SLAs and KPI’s and report against them on a regular basis, as required by senior management
- Plan resources to meet demand
- Ensure recruitment, performance management, training, career development programs, succession planning, resource planning and HR processes are being managed across the Help Desk.
- Work with projects to interpret requirements from changes to service or new services and develop support documentation for non-technical users and the Help Desk analysts.
- Analyse in collaboration with the Business Analysis team the impact of new services or changes by working to services and develop solutions as appropriate to provide service including resourcing, hours of service, skills transfer, development of the knowledge base etc.
- Review and evaluate with IT SLT the existing helpdesk tools and ensure, through the relevant technical support area, that the tools are maintained to meet the required standards of service.
- Provide IT focused Start of Session planning and support
- Keep up to date with industry developments, driving innovation and effective change.
- Develop and maintain orchestration tolls for Laptops and Smart phone Devices.
- Manage the onboarding of Starters / Movers / Leavers
Ideal Candidate
Communication: you should communicate clearly and concisely, both orally and in writing and you understand that for good communication you must know how to listen actively and extract the necessary information.
Leadership: you must take the responsibility to achieve the set goals and take initiative without being told what to do.
Problem solving: you are able to identify and analyse an/a existing/potential problem and find suitable solutions for each situation.
Flexibility: you adapt depending on the situation and you are open to new ideas and people.
Teamwork: you are a team worker, but you can also work individually.
- Bachelor’s degree in computer science, information technology, or a related field.
- At least two years of experience as a Help Desk Manager
- Strong technical background.
- Excellent analytical and troubleshooting skills.
- Ability to work under pressure.
- Strong customer service skills.
- ITILv3/v4 practical experience
- ITIL Foundation/Practitioner (Certified)
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