Helpdesk Manager

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Helpdesk Manager ideally holding SC Clearance to work in central London

*Accountable for all aspects of digital/technology live service support and improvement for the end-to-end service (enabled by the product) delivered to the customer.

*Manage and control the digital and technology assets, resources, subscriptions and calendar of activities (primarily Microsoft updates) needed to keep the end-to-end service operating efficiently and effectively.

*Coordination of the multiple providers and suppliers involved in delivering the end-to-end service, both internal and external.

*Ensuring that operational methods, procedures, documentation, facilities and tools are established, reviewed and improved continuously.

*Identify and make improvements to the live operational service. Be proactive in making suggestions for improvements, providing options and recommendations.

*Ensure that 2nd line support staff are effectively managed and understand their role.

*Prepare and maintain analysis and knowledge of the product and look at any trends with service and make suggestions as to how they can be improved. Provide management information on a regular basis and continually review how this can be improved to meet the needs of the various stakeholders.

*Analyse and understand the technical and practical details about how Office 365 works, serves user needs and how it can be improved.

*Co-ordinate escalations, major and security incidents as process requires.

*Being able to communicate (written and verbal) with senior judicial stakeholders and dealing with high profile user calls, ensuring successful and speedy resolution.

*Act as a central contact point for all digital and technology matters

*Ensure written training material and guides are kept up to date and written in plain English.

The successful candidate should be able to demonstrate

*Knowledge and experience of administering MS365 (at 2nd line level).

*Experience of managing an IT Service Desk.

*Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);

*Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.

*Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary as well as members of the department;

*Experience of dealing with incident, problem and change management processes.

*Being able to effectively communicate to internal and external stakeholders clearly and concisely. For example, explaining a complex (technical) incident in plain English.

*Production of support documentation and training materials for both internal support teams and customers.

*Being able to deliver training to colleagues and customers;

*Experience of a call logging systems (Service Now highly desirable).

*Experience of managing a complex workload.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.