1st/2nd Line Helpdesk Manager

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innocent started with a simple mission: to make drinks that make it easy to do yourself some good. In 1999 we concocted a few smoothies in our kitchen and tested them on people at a music festival; today we’re blending every type of fruit & veg under the sun and selling drinks right across Europe. We have great ambitions: to show the world that you can build a successful business that cares about more than just profit, and to leave things better than we find them. We’re proud to call ourselves Europe’s favourite little healthy drinks company, but we’re still growing. And that means we need more brilliant people who share our ambition, to join in with the next, most exciting, part of our story.

What you'll be doing

We're growing really quickly at the moment, and as we get bigger it’s important to us that we continue to provide great IT support to the business in the people-focused way that we’re really proud of in the Service Delivery Team.

To help us do that we're looking for someone to lead our Helpdesk team. You'll be responsible for the triage of all tickets coming into the Helpdesk, managing the team's priorities and workload, and taking the incident manager role for any outages or degraded services.

Our IT team works from our London head office, but as well as supporting people here at Fruit Towers you'll be responsible for delivering the same high level of service to users in about a dozen offices across Europe.

You'll have

This is the perfect opportunity for a Helpdesk Manager who is passionate about people, process, and technology.

Having managed a helpdesk before, you'll enjoy coaching and leading your team, being able to support the three helpdesk analysts to work through technical issues, and liaising with the Application and Infrastructure Support team on more complex issues.

You’ll understand the soft skills needed to ensure the team continue to delight our users with prompt and efficient service, so as a workplace innocent continues to ‘stay little’ as we grow.

Experience in a Wintel environment, supporting local and remote users would be ideal, as would experience of configuring and reporting from a ticketing system such as Zendesk, administration of Sophos antivirus, and familiarity with Polycom video conferencing technology. More specific Microsoft technologies you’ll have a working knowledge of will include Office 365, Active Directory, Azure AD, and you’ll be used to supporting a combination of on-premises and cloud hosted services.

Attention to detail is really important; not being satisfied until you've found not only the root cause of a problem, but also a way to prevent it from happening again.

You'll be comfortable working with people at all levels, ranging from the very tech savvy to those who don’t like computers at all, and you’ll be able to produce clear and concise communications for the business, even when things aren't going to plan.

You'll get

You'll play an integral part in the successful implementation and adoption of a wide range of new technologies at innocent. We are investing heavily in solutions to support our growth, so this is a pivotal time for the Helpdesk as new systems and processes are rolled out.

The Helpdesk Manager role will give you the opportunity to learn how to successfully embed change, at pace and scale, in a pan-European FMCG operation.

You'll also be a part of a highly motivated team, and working with bunch of people who are passionate about what they do and how they do it.

In return for everything you can bring, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with plenty of career opportunities in the UK and across Europe as well as a competitive rewards package. We also have some great clubs, a free breakfast and as many smoothies as you can shake a stick at. Take a look at our reward page for more details….

If you think you have everything we're looking for and more, then we'd love to hear from you. You'll need to get your skates on though, as applications close soon.

Dolly Parton may have worked Nine to Five but you don't have to. We're all about being healthy and happy here at innocent so we're open to a chat about flexible working. No promises, but we reckon that if it's good for you, then it's good for us.

No agencies please.