IT Helpdesk Team Leader

​My client are looking to recruit a Helpdesk Team Leader to oversees a small helpdesk team, directly reporting to the Line Manager. Responsible for various technical tasks and coordination to ensure meeting or surpassing customer needs, they handle tasks related to projects or maintenance contracts as assigned by the Line Manager. All responsibilities are executed in a professional, timely manner to ensure exceptional customer experiences.

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Key Responsibilities:

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• Communicating objectives and timelines to team members.

• Planning workloads, delegating tasks, assisting in recruitment and training, and overseeing daily operations.

• Engaging in customer service, addressing inquiries, and interacting with customers.

• Serving as the primary point of contact (1st and 2nd level) at the Helpdesk, aiding end-users as the escalation point.

• Remotely diagnosing and troubleshooting software and hardware issues across various IT infrastructure components.

• Organizing repairs or replacements for damaged IT equipment.

• Ensuring client and server computer security by installing and updating essential software.

• Managing IT support ticket systems and queues.

• Assisting individuals facing challenges with computers and network devices.

• Regularly updating technical documentation and conducting proof of concept tests for new hardware and software.

• Providing on-site customer support if necessary.

• Managing project and service delivery schedules.

• Maintaining profitable systems and implementations.

• Upholding secure operations and maintaining a clean environment.

• Providing periodic status reports to the Line Manager.

• Participating in early shifts as part of the team roster.

• Traveling globally for business needs when required.

• Addressing ad-hoc requests from Line Managers.

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Required candidate Experience:

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• 1 + years experience as a Team Leader or Sub-leader in the IT industry.

• Proficient in PC software including Microsoft Windows 10/11/servers, MS Office, and antivirus software.

• Demonstrated management experience in IT project/support teams within Helpdesk, IT support, or IT technician roles.

• Preference for an Associate degree or advanced apprenticeship in Computer Science or related disciplines.

• Preferably holds Microsoft Fundamentals certification or equivalent skills.

• Comprehensive understanding and practical experience with PC hardware and operating systems (Windows and Mac).

• Proficiency in Mobiles (iOS and Android), MDM/MAM.

• Thorough knowledge of internet functionality, network protocols, and devices.

• Basic knowledge of Microsoft 365 administration; practical experience with Active Directory is advantageous.

• Experience with Microsoft 365 administration is preferred.

• Familiarity with employer-specific operations.

• Possesses leadership skills, exceptional communication, interpersonal abilities, and conflict resolution capabilities.

• Outstanding customer service orientation with a keen attention to detail.

• Business-level proficiency in English.

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My client do not provide sponsorship under the Skilled Worker route for candidates therefore candidates must have and be able to demonstrate permission to work in the UK.