Service Helpdesk Manager

Principal Objectives: • To lead a Systems Helpdesk team that will provide support that continually exceeds customer expectations across TSG Systems products Key Responsibilities: • Integrate existing product support teams into a single Systems team (Oracle, Tokheim products). • Achieve and exceed department and customer SLA KPI targets • Manage, mentor and develop each of the Helpdesk team members • Provide escalation route for customer queries and key accounts. • Build relationships with customer base • Identify commercial opportunities • Analyse product performance and continually improve to reduce intervention rate • Testing of new hardware and software prior to roll out to field, this will include TIP and regression testing. • Customer development and support, staying abreast of advances in technology. • Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery • Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades • Liaise with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems. • Develop systems to assist the business to achieve organisational goals, policies, and procedures • • Other duties as required As per Health and Safety at Work Act 1974, Employee’s must also • Take care of their own health and safety and that of others • Co-operate with their employers • Not interfere with anything provided in the interest of health and safety Skills & Abilities Required (Essential): • Excellent Computer Hardware and Software skills • Self motivated with proven ability to work alone or as part of a team • Flexible approach to work including tasks, travel and hours • Commercially aware • Good Technical awareness • Good communication skills Skills & Abilities Required (Desirable): • Project Management experience • Good communication skills Additional • Once in position candidate to receive training in line with Health & Safety Law. Reasons to join us: • Competitive Salary • Free Parking • Cycle to work scheme • Salary Sacrifice • Perk Box • Life Assurance.