Job Description

The Helpdesk Manager is responsible for leading and managing the IT support team and services within Cameo, ensuring the effective delivery of engineering, IT, and maintenance services. We are seeking an experienced and motivated Helpdesk Manager to lead our IT support team. The ideal candidate will be responsible for overseeing the daily operations of the helpdesk, ensuring a high level of support is provided to our channel partners, and driving continuous improvement in processes and service delivery. This role requires strong leadership skills, a deep understanding of IT systems, hardware maintenance, troubleshooting, and a customer-service-focused mindset.

Essential Duties and Responsibilities

Drive a concept of knowledge sharing and management Drive continuous improvement across the support team. Identify efficiencies and automation across the services. Establish and manage ITIL-based service management processes, including incident, request, and continuous improvement. Collaborate with other functional departments to ensure that spare assets are procured, systems are updated ,and teams are aware of any support requirements Build effective and professional relationships with colleagues, customers, suppliers, and other stakeholders. Ensure all documentation, support models, and operational procedures are in place. Process owner for the support services, ensuring quality assessment, review and continuous improvement. Ensure all service desk requests, incidents, and issues are logged, tracked, and resolved within defined SLAs. Monitor ticket queues and performance metrics to maintain high service levels and customer satisfaction. Oversee the end-to-end incident management process, including escalations and root cause analysis. Conduct regular ticket audits and quality checks to ensure consistency and accuracy in responses.

Key Responsibilities

Team Leadership, Development, Helpdesk Operations, Process Improvement, Stakeholder communication and reporting

Manage, mentor, and support a team of helpdesk technicians and support staff. Conduct regular performance reviews and provide coaching and training. Develop schedules and manage workloads to ensure 24/7 coverage where required. Analyse recurring issues and identify opportunities to improve support processes. Develop and maintain support documentation, knowledge base articles, and training materials. Implement best practices in incident, request, and service improvement Provide escalated support for complex or critical issues. Ensure systems and support tools are fully utilised and adopted by the team. Act as a liaison between support and other departments or external vendors/suppliers. Provide regular updates to leadership on support trends and improvement plans.

Key Personal Requirements and Competencies

Leadership and team development Understanding of ITIL practices and frameworks, ITIL certification is a plus. Technical acumen preferred but not essential Excellent problem-solving, communication, and interpersonal skills. Contact Centre Management, Proficiency in support platforms and ticketing systems Risk management Communication and stakeholder management 3 years of experience in IT support, with at least 2 years in a supervisory or management role.
Job Types: Full-time, Permanent

Pay: 35,000.00-45,000.00 per year

Benefits:

Additional leave Company events Company pension Free parking Life insurance On-site parking Private medical insurance
Schedule:

Monday to Friday
Work Location: In person

Reference ID: Helpdesk Manager