INSERT INTO tblcactusclickthroughs (CTR_AgencyID, CTR_ConsultantID, CTR_VacancyID, CTR_AgentsRef, CTR_JobTitle, CTR_LanguageID, CTR_Date) VALUES ('3539', '3780', '60927', '24356168', 'AV   IT Support Desk Manager', '1', NOW())

AV IT Support Desk Manager

The Opportunity

This is a great opportunity to work within a leading end-to-end audio-visual solutions provider as their Support Desk Manager.

Role Overview

Manage the support team and resource to deliver exceptional levels of service to our customers. Ensure that all tickets that are logged via email or phone and have been assigned to the appropriate member of the team. Review ticket data and feedback to the team, account managers and customers. As you familiarise yourself with the role, we will want you to set the future support strategy and report back to the internal management team on key metrics for ticket performance, team workload, team retention via our reporting tools and dashboards.

Role Description

Proactively manage the support team to ensure tickets are closed or escalated within the required service level agreement.
Run short daily catch up sessions with the remote members of the team.
Handle initial escalation point from customers and be a known point of contact throughout our customers organisations at management level.
Understand service level agreements with internal account managers to ensure compliance with site visit times, preventative maintenance goals.
Maintain a database of subcontractor technical specialists and provide point of contact when they are required.
Assist in the delivery of specific projects when required, drawing on available resources to provide recommendations, designs, costing, deployment, and technical testing.
Identify and resolve issues with applications, following agreed procedures and carry out agreed applications and maintenance tasks.
Take responsibility for own workload and keep others informed, highlighting potential problems, and suggesting solutions to ensure continuity of service delivery.
Interface with internal account managers to understand their desires for data reports and how the support desk can continue to capture the correct data.
Communicate effectively with customers, team members and colleagues across the Company.
Run handover meetings from Projects to Support ensuring that all relevant data is captured for site, contacts, equipment list, drawings, etc.

Based in South West London salary is neg.doe.andpound;40k-andpound;50k p.a. plus benefits.

Your skills and experience

The successful candidate will have:

10 years experience of providing IT or AV support (1st 2nd tier) and the processes associated with it.
Knowledge of computer hardware including desktop PCs, laptops, and mobile devices.
Knowledge of specialist AV hardware and software.
Experience of installing, and using one or more computer operating systems such as Microsoft Windows, Mac OS, and Linux.
Knowledge of IT networking.
Experience of using an IT Service Management system to manage, allocate and monitor support tasks.
Technical competence and proven troubleshooting skills.
Excellent organisational skills.
Excellent interpersonal and communication skills.
Ability to troublesh

This job vacancy is no longer active.

Please feel free to look at similar jobs below or use our executive job search facility to find the right job for you.

This job is no longer active.

Search for current jobs