Helpdesk Manager

  • Location

    City of London, London

  • Sector:


  • Job type:


  • Salary:


  • Contact:

    Daniel Darlington

  • Contact email:

  • Job ref:

    Helpdesk Manager_1573143053

  • Published:

    about 1 year ago

  • Duration:

    3-6 Months

  • Expiry date:


  • Start date:


Job Title: Helpdesk Manager


Key responsibilities

  • Accountable for all aspects of digital/technology live service support and improvement for the end-to-end service (enabled by the product) delivered to the customer.
  • Manage and control the digital and technology assets, resources, subscriptions and calendar of activities (primarily Microsoft updates) needed to keep the end-to-end service operating efficiently and effectively.
  • Coordination of the multiple providers and suppliers involved in delivering the end-to-end service, both internal and external.
  • Ensuring that operational methods, procedures, documentation, facilities and tools are established, reviewed and improved continuously.
  • Identify and make improvements to the live operational service. Be proactive in making suggestions for improvements, providing options and recommendations.
  • Ensure that 2nd line eJudiciary support staff are effectively managed and understand their role.
  • them in the development and operation of the service.
  • Manage other service resolution for other products used by the judicial and RCJG as and when required.

The successful candidate should be able to demonstrate

  • Knowledge and experience of administering MS365 (at 2nd line level).
  • Experience of managing an IT Service Desk.
  • Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);
  • Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
  • Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary as well as members of the department;
  • Experience of dealing with incident, problem and change management processes.

Security Clearance: The successful candidate will hold active SC clearance or be eligible and willing to undergo the relevant checks.