Helpdesk Manager - hands on 1st / 2nd Line

The opportunity:

An exciting time to join a global manufacturing and engineering firm with multiple sites UK wide/globally.

The role will offer longevity and a long term career with the chance to work on big infra projects.

It is a great opportunity for a senior tech/fairly recent IT Leader to step up and join a Global firm and all the opportunity that will bring. Alternatively you could be an established leader looking for a long term home.

Description of the company:

The IT Department is a global department with technicians and support based at most sites.

The work is shared and IT deal with issues from all sites (nobody is allocated their own site), therefore a great deal of communication skills and flexibility is required. The UK business currently employs around (Apply online only) employees with an average service history of 12 years. Stockport has around (Apply online only) staff and the average length of service here is 11 years.

Role Purpose:

To support Computer applications and platforms within an office and manufacturing environment. The team are therefore both 1st and 2nd line focused but the added ability to get heavily involved in a high number of 3rd line projects. You will provide unparalleled IT support services while managing day-to-day operations alongside other Technicians in UK Wide sites and supporting the Global IT Team based in the US. This role requires a mix of technical expertise and a strong focus on delivering white-glove service levels. The ideal candidate will be have a good mix of skills including the ability to converse across a range of business levels and will have a solid understanding of Google Workspace, Citrix environments, and advanced troubleshooting of Windows operating systems.

Roles & Responsibilities:

• Responsible for a few engineers in the U.K and working with the support of various IT Leaders, based in global cost centres in the U.S/Singapore.
• Respond to requests for technical assistance in person, via phone and helpdesk.
• Assist with diagnosing and resolving technical hardware and software issues.
• Log all helpdesk interactions.
• Follow standard operating procedures.
• Redirect IT issues to appropriate resources.
• Identify and escalate issues requiring urgent attention.
• Create and maintain user accounts in Active directory and Google Administration console.
• Build and refurbish PC Base and Laptops as required.
• Other duties and projects as assigned.

Requirements:

• Google experience using and/or supporting components of the Google Suite of applications including, but not limited to Gmail, Google Docs, Google Sheets and Google Calendar. (Not essential)
• MCP (Microsoft Certified Professional) in Windows 10/11 environment. (Not Essential)
• Understanding and experience of CompTIA A+ (PC Hardware Break Fix), exposure to Windows Server environment, SQL, Jira Helpdesk and bespoke system support would be advantageous.
• 1-2 year experience in an IT support role both desk and shop floor.
• HNC/HND or degree equivalent in Computing (Not essential)