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Job Description
Junior Helpdesk Manager role involves overseeing day-to-day help desk operations, managing a team, and ensuring efficient support delivery.
emagine is a dynamic, fast-growing international consulting and technology company, founded on real-world experience, focused on custom-fit solutions.
We have the proven people and expertise to complete complex projects, while delivering lasting knowledge-transfer benefits to empower our partners for the next challenge.
Key responsibilities:
- Oversee day-to-day help desk operations, ensuring efficient and timely support delivery.
- Manage the help desk team, track workload distribution, and ensure service levels are met.
- Implement and enforce standard operating procedures (SOPs) for the help desk function.
- Conduct regular team meetings and performance reviews to support team development.
- Provide day-to-day maintenance and support of Microsoft-based environments (Active Directory, Windows Server, Office 365, etc.).
- Ensure systems are secure, regularly updated, and operating within best practices.
- Perform patch management, security updates, and system upgrades as needed.
- Liaise with IT colleagues and business stakeholders to communicate system updates and address technical issues.
- Provide regular reports to senior management on help desk performance and system health.
- Communicate technical issues in clear terms to non-technical stakeholders.
Requirements:
- 1-3 years experience in a Helpdesk Manager position or similar.
- A level 7 or higher qualification in a computer science related discipline.
- Experience managing or supervising a small help desk team or projects (preferred).
- Strong knowledge of Microsoft environments, including Active Directory, Windows Server, Office 365, and Microsoft Exchange.
- Familiarity with patch management, system upgrades, and security best practices.
- Expertise in troubleshooting and supporting Microsoft systems in line with best practices.
- Experience managing and reporting on help desk ticketing systems.
- Hands-on experience with help desk ticketing systems such as Service Now, Zendesk, or JIRA.
emagine is an Equal Employment Opportunity Employer; we value bringing together individuals from diverse backgrounds to develop innovative solutions for our customers.