Managing the support desk to oversee smooth day to day operations and provision of high quality service to clients in line with agreed SLA’sLeading and managing a team of three engineers and a Helpdesk Manager, ensuring they are highly motivated, positively engaged and receiving the support required to deliver optimal performanceProactively monitoring remote diagnostics, providing comprehensive reactive support, and reconfiguring client systemsPlanning maintenance and managing the on call engineers schedule to ensure continued availabilityResponsible for project managing hardware and software build, configuration, installation and set upPlanning projects for the support department using MS Project, providing lead times and assessing individual components to ensure on time deliveryEnsuring complete adherence to all health and safety guidelines during engineer installationsManaging change requests in line with client requirements and producing clear, accurate user manualsManaging budgets, ensuring cost effective resource allocation, and minimising spend where possibleResponsible for the recruitment process and conducting regular and effective staff appraisalsDelivering training in various software for a wide range of personnel of different technical abilitiesCreating reports on the performance of data capture softwareBuilt a new virtual server for hosting all software, including all research and development phases