- Salary
- £37k+
- Location
- Halesowen, England
- Workplace
- Hybrid, Onsite
- Type
- Full-time
- Seniority
- Lead
Description
Job Advert: Helpdesk Team Leader
Position: Helpdesk Team Leader
Location: West Midlands / Hybrid options available
Salary: Up to £37,000 per annum (dependent on experience)
Job Type: Permanent, Full-Time
About the Role
We are looking for a driven, hands-on Helpdesk Team Leader to take day-to-day operational ownership of our busy technical support desk. In this role, you will lead, mentor, and motivate a talented team of first and second-line analysts while remaining hands-on with complex technical escalations.
If you are passionate about service excellence, process improvement, and developing technical talent, this is a fantastic opportunity to make a tangible impact in a fast-paced environment.
Key Responsibilities
Operational Leadership: Manage the daily workflow of the service desk, ensuring tickets are triaged, prioritized, and resolved efficiently in line with strict Service Level Agreements (SLAs).
Team Mentorship & Coaching: Provide regular guidance, technical mentoring, and performance reviews to help service desk analysts grow and develop their skill sets.
Escalation Management: Act as the primary escalation point for complex technical issues, troubleshooting hardware, software, networking, and Microsoft infrastructure queries.
Process Optimisation: Continuously review and refine helpdesk processes, documentation, and ticketing workflows to drive first-contact resolution rates and overall customer satisfaction.
Reporting & Metrics: Track key performance indicators (KPIs), generate service reports, and identify trends or recurring root causes to implement proactive fixes.
Collaboration: Work closely with other technical teams, infrastructure engineers, and management to ensure seamless project deployments and smooth communication channels.
Candidate Profile & Requirements
Experience: Proven background working within an IT helpdesk or managed service environment, with previous experience leading, supervising, or mentoring support engineers.
Technical Proficiency: Strong hands-on knowledge of Microsoft technologies (Windows Server, Office 365, Active Directory, Azure basics), networking fundamentals (TCP/IP, DNS, DHCP), and core hardware/software troubleshooting.
Customer-Centric: Exceptional communication and interpersonal skills, with a natural ability to remain calm under pressure and manage client expectations professionally.
Analytical Mindset: Adept at analyzing ticket metrics, identifying training gaps, and introducing process improvements that reduce incident volumes.
Proactive Attitude: A self-starter who takes ownership of issues through to resolution and encourages a collaborative, high-performance team culture.
What We Offer
Salary: Up to £37,000 per annum
Company Pension Scheme
Generous Holiday Allowance
On-site Parking
Ongoing Training, Development & Career Progression Opportunities