This role is a maternity cover for 6 months.
We are seeking a forward-thinking and logical individual to lead our Level 2 & 3 Technical Helpdesk teams. You will oversee the day-to-day management of our technicians, ensuring high service standards and swift resolution of hardware, IT, and software issues for our clients. This role is pivotal in ensuring customer satisfaction, meeting KPIs, and driving continuous improvement within our Technical Helpdesk division.
Key Responsibilities
Oversee the daily operations of the Level 2 & 3 Technical Helpdesk teams.
Mentor and develop technicians using your advanced print and IT expertise.
Drive team performance with relevant training programmes and KPIs.
Manage complaints and client feedback to maintain customer satisfaction.
Support strategic initiatives, process creation, and adherence to business functions.
Liaise with internal teams, including senior management, PS teams, and Account Managers.
Ensure continual service improvement through process review and benchmarking.
Conduct regular 1-to-1 meetings to support technician growth.
Prioritise and manage ticket workflows effectively.
Produce accurate performance reports to identify areas for improvement.
A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.
Flexibility:
We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs.
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