Help Desk Manager Managed Print Solutions

Salary: £54,000 – £66,000 per year

Helpdesk Manager

London, £45,000 – £55,000

Manage and Mentor the Print Solutions Escalated Support Team

• Hit SLA’s with premium service to all clients
• Meetings with OEMs for service improvement and client feedback
• Seek to improve existing process and develop automation (RPA or other) responses where appropriate
• SLAs and Key Point Indicators; Digital, Improvement Evaluation, MPS

Helpdesk Performance

• Ensuring Asset Maintenance is always completed
• Ensuring Devices/XDAs not communicating is reducing
• Consumable tickets
• Break/fix ticket closures
• Meter readings
• Day to day monitoring of KPI’s and SLA’s
• Root Cause Analysis

Customer escalations

• Vendor calls, meetings and escalations
• Weekly OEM/MFD SPOC call
• Monthly OEM/MFD GCC Call
• Bi-Monthly OEM/MFD Service review
• Escalating common trends or issues found

Processes

• Automation
• Evaluating type of tickets incoming to identify system failures
• Feedback from CRM team
• Ensuring best practises are following
• Ensuring documentation is always updated 
• Liaising with partners and agreeing service terms for our accounts

Training – documentation, teaching and development

Mentoring team and personnel development 

One to ones, discuss training opportunities

Annual appraisals, goals and objectives

Knowledge, Skills and Experience:

MS Office

Previous people management experience

Previous Vendor management

ITIL

Kudos and Incentive Trips

• 25 days Holliday
• Pension Scheme
• Private Medical Health Insurance
• Season ticket loan
• ‘Learning Company’ ethos & Personnel Development
• Buy/Sell Holiday
• Offices in trendy area of London
• Luxury Christmas Lunch