Digital Helpdesk Team Lead - Flexible, Hands-On Support

Warrington & Vale Royal College; Warrington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Free on-site parking

Induction programme and buddy scheme

Flexible working where appropriate

Employee benefits package

Employee Assistance Programme

Menopause friendly

Training and mentoring

Job summary

Warrington & Vale Royal College is seeking an experienced Digital Helpdesk Team Lead to oversee the day-to-day operation of our Digital Helpdesk and support the delivery of a responsive, customer-focused IT service to students and staff.

The successful candidate will provide hands-on 1st and 2nd line support while coordinating helpdesk activity, supervising team members and acting as the first point of escalation for complex issues, with flexible working options considered.

Qualifications

• 5 GCSEs at Grade C/4 or equivalent including Maths and English.
• Strong technical knowledge of computer hardware, networks, Microsoft 365 and Active Directory.
• Experience of task delegation, IT service management systems and working within SLAs.
• Excellent customer service, communication and organisational skills.

Responsibilities

• Oversee day-to-day operation of the Digital Helpdesk.
• Provide hands-on 1st and 2nd line technical support.
• Coordinate helpdesk activity and supervise team members.
• Act as the first point of escalation for complex issues.

Skills

IT hardware

Networks

Microsoft 365

Active Directory

Service Level Agreements

ITSM systems

Team leadership

Education

GCSEs incl Maths & English

Tools

Service desk software

Job description

Warrington & Vale Royal College is seeking an experienced Digital Helpdesk Team Lead to oversee the day-to-day operation of our Digital Helpdesk and support the delivery of a responsive, customer-focused IT service to students and staff.

The successful candidate will provide hands-on 1st and 2nd line support while coordinating helpdesk activity, supervising team members and acting as the first point of escalation for complex issues, with flexible working options considered.