Are you currently a Service Desk Manager, looking for the next step in your career? Do you want to work in a rewarding and dynamic environment?
If this sounds like you, then this could be the perfect position! We have a fantastic opportunity at MMR as we are searching for a confident Helpdesk Manager to assist our IT Team in supporting our global operations. This role, within a vibrant and collaborative IT environment, is ideal for someone with prior experience in a similar position who is ready to take the next step in their career. This is an excellent chance for individuals who are looking for a dynamic and thriving workplace. Join us and be part of something extraordinary at MMR!
A bit about us:
MMR is an independent, global consumer and sensory research agency specialising in food, drink, personal and household care research. We are industry leaders, guiding best in class innovation for our clients – partnering with over 50% of the top 100 global food and drink brands.
Our team of over 800 highly engaged, multi-disciplined employees are primarily dynamic research professionals, sensory experts and data scientists. We’re a diverse bunch, with backgrounds in R&D, insight, marketing, sensory science, data sciences and psychology. We also boast a true global reach with offices in Wallingford (near Oxford), London, New York, Shanghai, Singapore, Mumbai, Sao Paulo, Cali (Colombia), Bangkok and Durban.
What makes MMR special?
We are a “people first” company that prides itself on collaboration, honesty and mutual trust. Don’t take our word for it though, check us out on Glassdoor. You’ll see we’re currently rated at 4.8 out of 5 as an employer destination and a massive 97% of our employees would recommend working for us to a friend. Add to that 99% of our people approve of our CEO and you a general feel of what it means to be part of the MMR family.
Main Responsibilities:
- Effectively lead and manage the helpdesk and application support team, fostering a culture aimed at service excellence and ongoing improvement by:
- Overseeing technical and team leader staff members, including conducting 1-2-1 meetings, annual evaluations, development initiatives, and succession planning.
- Establishing, monitoring, and enhancing performance with a focus on both team and individual KPIs.
- Taking ownership of P1 tickets and ensuring resolutions are reached while keeping the customer consistently informed, thereby meeting SLAs and customer expectations.
- Collaborating with the Project team and Sysadmin Team to transition projects into Internal support services.
- Acting as an escalation point for Service Desk Engineers by providing 2nd/3rd line support prior to escalating tickets to the Sysadmin or Development teams.
- Managing the recruitment of technicians essential for operating a successful service desk efficiently.
- Proactively reporting on service desk metrics, highlighting successes, and identifying areas for improvement to the senior management team.
- Achieving continuous service improvement objectives set forth by the senior management team.
- Cultivating and maintaining outstanding relationships with customers based on integrity.
In order to excel in this role, you must demonstrate competency in key behavioural and technical skills:Behavioural
- Self-Starter – You must be someone who has perpetual motivation for this industry. There is always lots to learn and do, you must be able to show a keen interest in progressing with tasks at a good speed and be actively seeking things that needs to be addressed within your remit.
- Self-Management – Can switch between different tasks according to business needs, coping with changing priorities and keeping others informed of possible issues.
- Communication – Communicates and explains clearly, professionally, and concisely, both verbally and in writing.
- Teamwork – Maintains open and honest relationships with colleagues building trust and confidence.
- Client Service - Communicates clearly with the client, taking time to keep them informed and being responsive to their requests. Building the client’s trust and confidence in MMR to deliver a high-quality service.
- Learning and Improving – Aims to learn as much as possible and take up opportunities for new experiences. Consolidates learning in a structured way.
- Developing others – Ensuring team are clear on expectations and priorities and supported to deliver on their goals.
Key Technical Skills
- Proven experience as a Service Desk Manager with a global team focus.
- Strong analytical and problem-solving skills. Ability to make well-informed decisions during critical incidents.
- Hands-on experience supporting hardware, software, and infrastructure, primarily in a Microsoft stack.
- Proficiency in Microsoft 365, Azure, Office, and Windows 10/11 administration.
- Solid experience with Windows Server 2012+, Active Directory / Azure AD, and networking.
- In-depth understanding of Cyber Security principles, concepts, and technologies.
- Familiarity with MSP tools (PSA, RMM), remote access, technical documentation, disaster recovery, and backup technologies.
- Previous experience implementing new service procedures.
Additional Skills
- Knowledge of risk assessment and management for proactive issue identification and mitigation.
- Strong documentation skills for maintaining accurate records. Clear and concise communication through documentation for knowledge transfer.
- Skills in budget management, resource allocation, and cost control for the helpdesk function.
- Experience in designing and implementing training programs. Commitment to the professional development of the helpdesk staff.
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