Serveline

About the Company

Serveline is an IT Support company which delivers sensible technology solutions. Designed to reduce your costs, increase your profits and mitigate your risks, we partner with you allowing you to focus on running your business, not your technology. Serveline IT utilises a state of the art delivery platform to monitor, maintain, and report on every aspect of your IT infrastructure. This allows us to support and monitor, in real time - 24 hours a day, 7 days a week - the health of your internal network and all networked devices – minimizing downtime and disruption to the business. We provide the service an organisation would expect from an ‘in-house’ IT department – at a fraction of the cost. We provide stress-free support to make sure your systems are running as they should, which allows you to focus on your business interests and make essential decisions with confidence

Listed Jobs

Company Name

Serveline

Job Title

IT Helpdesk Manager

Job Description

**Job Title:** IT Helpdesk Manager **Role Summary:** Lead and coordinate the customer helpdesk and first‑line support team to deliver high‑quality remote IT support for small‑to‑medium enterprise clients, ensuring service level objectives are met and customer satisfaction remains high. **Expectations:** - Manage day‑to‑day helpdesk operations, staffing, and performance. - Foster a service‑centric culture and continuous improvement. - Align helpdesk activities with broader IT service management practices. **Key Responsibilities:** - Supervise helpdesk staff, including scheduling, performance reviews, and training needs assessment. - Resolve escalated technical issues, ensuring timely and accurate resolution. - Monitor, report, and analyze helpdesk metrics (ticket volume, first‑contact resolution, SLA compliance). - Implement and maintain knowledge base, documentation, and standard operating procedures. - Coordinate with other IT teams for incident, problem, and change management. - Conduct regular quality assurance checks and provide feedback to staff. - Identify recurring problems and recommend preventive actions. **Required Skills:** - Strong understanding of ITIL or equivalent service management framework. - Proven experience in managing a helpdesk or support team. - Excellent troubleshooting, analytical, and decision‑making skills. - Effective communication and training abilities. - Competency in ticketing systems (e.g., ServiceNow, Zendesk, Remedy) and remote support tools. - Ability to analyze KPIs and drive performance improvements. **Required Education & Certifications:** - Bachelor’s degree in Information Technology, Computer Science, or related field. - ITIL Foundation (or equivalent) certification preferred. - Additional certifications such as CompTIA A+, Microsoft Certified Solutions Associate (MCSA), or related vendor‑specific credentials are advantageous.

Stourbridge, United kingdom

On site

25-12-2025