Help Desk Manager

Há 4 dias

Lisboa, Portugal Wunderman Thompson Commerce and Technology Tempo inteiro

Helpdesk Manager required to join us to manage a team of 1st line Support Analysts. The Helpdesk will be providing support for our end customer on a variety of the systems we support for them, providing initial triage, first-time-fixes (where possible) and ensuring tickets are progressed to the correct resolver groups against client agreed SLA’s.
The team will be covering both UK/Portugal hours and USA East Coast hours, this rota will need to be managed to ensure coverage is provided at all times.

**What you’ll be doing**:
As the Helpdesk Manager, you will be responsible for overseeing the daily operations of the 1st Line Helpdesk team, ensuring the smooth running of support processes and maintaining excellent relationships with your team of analysts and your client. Your strong leadership skills, technical expertise and commitment to customer satisfaction will be essential in driving the team's success and achieving operational excellence.

Key responsibilities:

- Manage a team of 1st Line Helpdesk Analysts, providing leadership, guidance and mentorship to build and develop a positive and high-performing work environment.
- Act as the primary escalation point for technical issues, ensuring timely resolution and customer satisfaction.
- Monitor the team's performance and productivity, ensuring adherence to SLAs and key performance indicators (KPIs).
- Implement and enforce best practices, standard operating procedures and service management methodologies to optimise the team's efficiency and effectiveness.
- Develop and maintain strong relationships with clients, acting as a trusted advisor and point of contact for any escalations or service-related concerns.
- Collaborate with internal teams, including 2nd line support analysts, technical resolver groups and other stakeholders, to resolve complex issues and improve service delivery.
- Conduct regular team meetings, performance evaluations and coaching sessions to support the professional growth and development of your team members.
- Attend regular service reviews alongside the Service Delivery Manager and your client to ensure their expectations are met, gather feedback and identify opportunities for service improvement.
- Monitor and analyse Helpdesk metrics and data to identify trends, areas of improvement and opportunities for process enhancements.
- Stay up to date with industry trends, emerging technologies, and best practices in helpdesk management and customer support.

**What we want from you**:

- Proven experience in a managerial role within a helpdesk or technical support environment, preferably leading a team of 1st line analysts.
- Strong technical background and understanding of IT systems, hardware, software, and networking concepts.
- Excellent written and verbal communication skills in English, with the ability to effectively communicate complex technical information to both technical and non-technical stakeholders.
- Exceptional customer service skills and a commitment to delivering a high standard of service to clients.
- Experience in managing client relationships, including handling escalations and conducting service reviews.
- Solid understanding of IT service management frameworks and methodologies, such as ITIL.
- Proven ability to analyse data, metrics, and reports to identify trends and make data-driven decisions.
- Strong leadership skills, including the ability to motivate, coach and develop team members.
- Excellent organisational skills and the ability to prioritise tasks, manage multiple projects simultaneously and meet deadlines.

**If you know some of this, even better**:

- Professional certifications such as ITIL Foundation.
- Experience of working with eCommerce solutions.
- Experience of working with POS solutions.
- Experience of working with APM’s to aide in the triage of issues.

**What we can offer you**:
Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are.

We offer a great benefits package including hybrid working that works for everyone, training opportunities, competitive pension, medical insurance, life assurance, social events, opportunities to buy and sell holidays, family friendly policies, discounts with hundreds of retailers and much more.

**Our personality and behaviours**:We believe that we are what we do, not just what we say. Our shared values and behaviours show how to bring the Wunderman Thompson Commerce and Technology’s culture to life through the actions we all take every day:

- Listening
- In it together
- Creative bravery
- Positivity

Our brilliant, talented people are what makes Wunderman Thompson Commerce and Technology what we are. That’s why we look for people who go beyond and always push our thinking to be better than yesterday.
- At Wunderman Thompson, a WPP company,

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