Helpdesk Manager
Full-time | From £30,000 to £35,000 per annum dependent upon experience
Astec continues to go from strength to strength with rapid growth year on year. Our team is delivering a huge array of exciting and innovative digital transformation projects across a range of technologies and disciplines and managing and supporting technology for a wide variety of clients. Our busy helpdesk team is growing and we’re looking for the brightest and most enthusiastic talent to lead the helpdesk team to help deliver outstanding levels of customer service and experience.
Responsibilities & Accountabilities
You will be leading our team of helpdesk engineers and apprentices in an exciting and dynamic environment. This is a role requiring multiple disciplines and skills, and flexibility will be paramount. The customer is always at the heart of everything we do and never more so, than in our helpdesk environment. The role is critical in driving outstanding customer service. You will be organised and have a methodical, logical and structured approach. You will motivate, support and manage the team, ensuring that resources are effectively and efficiently used and the team motivated, focussed and achieving targets. You will be a mentor to the team as a whole and particularly to the apprentices as they develop their skills and experience. Communication is key, and you will have the ability to communicate effectively in all areas within the team, with clients and vendors.
You will report to the Technical Services Manager based from our East Sussex office, and work closely with the projects and sales teams as required. This is a role that is measured on results. You will be expected to deliver department performance to agreed targets and provide reporting, analysis and recommendations on a regular basis.
You will lead your team by example, and it is expected that you will have technical skills and experience to provide 2nd/3rd line support to clients and will do so on day to day basis. There will be a requirement to provide some out of hours support and manage the team accordingly.
Experience Required
We are a Microsoft Gold Partner across a number of competencies and a leading Managed Service Provider. We expect you to be from a similar MSP background and you’ll need to have previous experience of managing a helpdesk team for an MSP. You should have extensive experience of Microsoft 365 and all of the key components of the platform, together with a broad networking and technology knowledge to include:
Microsoft Azure, Windows 10, Server 2008-2019, Hyper-V, Microsoft 365 with Azure IaaS & PaaS, Remote Desktop Services, Active Directory, Group Policy, DNS, TCP/IP & Routing, Switching, Firewall, VPNs, Mac OSX, VoIP, Android, DELL, IP telecoms/SIP, WAP, Cat5e/Fibre.
A Microsoft MCSA in a Server discipline or equivalent and MS-100 Microsoft 365 Identity and Services qualification would be an advantage.
You will ideally hold a full UK driving license.
A bit about us…
We are a small and dynamic company with offices in East Sussex and London. Astec has been established for nearly 30 years, so we’ve seen a lot. We are passionate about providing technology solutions for our business and education customers. Our mission is quite simply ‘to help organisations achieve more by delivering the best technology, guidance and support’ and is the guide for everything we do. Outstanding customer service is our always our top priority.
Our culture is friendly and relaxed yet focused and sometimes a little intense – this makes it an enjoyable place to work where we all know what we have to do, put ourselves under a bit of pressure and have fun while doing it.
You will be joining a vibrant team of 19 and growing. We have big ambitions and are now looking for our next step in growth. You will help us shape and grow. Above all we expect results.
Benefits…
Flexible working options allowing for flexibility in home working.
Health cash plan scheme.
We are passionate about developing our team to build a strong and dynamic workforce. We offer a wide range of funded courses and other training to allow you to keep developing your career.
23 days holiday (plus public holidays).
We provide a fully stocked refreshments area for all the team at no cost (and the occasional breakfast deliveries on the company!).
Fruit deliveries in the office are a regular and popular with the team.
We have free onsite parking.
We also like to let our hair down and run regular staff social events with dedicated funding and a social committee to choose how to spend it.
Check out our core values and if you think you’ve got what it takes, send us your details using the form below.
Our Guiding Values:
Work as
one team.
Working as one team means everyone is there for each other. The result; you achieve more and so do our customers.
Communicate effectively.
The way you communicate with colleagues and clients is the essential ingredient in maintaining trust.
Exceed
expectations.
Going the extra mile for no other reason than the satisfaction of creating delight is what makes the difference.
Act with passion, pride and integrity.
If you love what you do, you will be passionate, which will shine through. You should take pride in the amazing work you do.
Be ambitious
and grow.
We want our people to always be ambitious in everything they do and always find new ways to learn and grow.