AV & IT Support Desk Manager
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| Job Type | Permanent Full Time |
| Location | South West London |
| Area | London South West, England |
| Sector | Engineer - Technical SupportEngineer - HelpdeskManager |
| Salary | £40000 - £50000 Per Annum Negotiable doe plus benefits |
| Currency | GBP |
| Start Date | ASAP |
| Advertiser | AV Jobs |
| Job Ref | AV30316 |
- Description
- 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.£40k-£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 troubleshoot a multitude of hardware and software problems and to learn / adapt to new technologies.
Ability to assimilate new support tasks, while retaining and developing established ones.
Ability to adapt communication style to suit the audience.
Ability to work within a changing business and technical environment.
Ability to deal with confidential and sensitive information with tact and discretion.
The Organisation
Our client is a well-established AV Digital Signage company. Theirs is a happy and friendly team with core values which help drive their ongoing success.
The Recruiters
AV Jobs are the UK's No. 1 Audio Visual specialist recruitment company, working with clients and candidates alike to ensure the perfect job match every time.