Helpdesk Team Leader

Branta Recruitment Ltd; Cramlington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Leadership training

Collaborative environment

Job summary

Branta Recruitment Ltd is seeking a proactive Helpdesk Team Leader to supervise a small team of Helpdesk Administrators and bridge day-to-day operations with team guidance. You will oversee triage of queries, calls, and tickets, ensure SLA targets are met, and drive ongoing process improvements while fostering a supportive, collaborative environment.

The ideal candidate has helpdesk or service desk experience, proven leadership, and strong communication skills to motivate staff and deliver

Qualifications

• Proven experience in a helpdesk/service desk or high-volume admin support.
• Experience as Senior Administrator or Lead Coordinator with people management.
• Strong communication, motivation, and multi-tasking under pressure.
• Ability to oversee ticketing, SLAs, and process improvements.

Responsibilities

• Supervise and develop a small team of Helpdesk Administrators.
• Oversee triage of helpdesk queries and tickets to meet SLAs.
• Monitor call and ticket quality and refine processes.
• Serve as first escalation point for complex inquiries.
• Track KPIs and report performance to management.

Skills

Helpdesk background

Leadership capability

People skills

Organisational excellence

Tech-savvy

Tools

MS Office

CRM platforms

CAFM software

Job description

Are you an experienced Helpdesk Administrator or Senior Administrator ready to take the next step into team leadership?

We are seeking a proactive, highly organised Helpdesk Team Leader to manage and support a small team of Helpdesk Administrators. In this role, you will be the bridge between day-to-day operations and team guidance—ensuring incoming queries, tickets, and work orders are handled efficiently while fostering a supportive, productive team environment.

We are industry-agnostic—whether your helpdesk background is in Facilities Management, IT, Customer Service, Logistics, or Corporate Administration, we value your people management skills, operational drive, and commitment to service excellence above all else.

KEY RESPONSIBILITIES

• Team Supervision: Manage, mentor, and support a small team of Helpdesk Administrators, providing daily guidance, workload prioritization, and performance support.
• Service Delivery & SLAs: Oversee the day-to-day triage of helpdesk queries, calls, and tickets, ensuring work is allocated fairly and resolved within target SLAs.
• Quality & Process Control: Monitor helpdesk response quality, maintain accurate system logging, and refine workflow processes to improve efficiency.
• Escalation Management: Act as the first point of escalation for complex inquiries or challenging customer calls, resolving issues professionally and constructively.
• Reporting: Track team KPIs, call/ticket volumes, and response times, delivering clear updates to management.

ABOUT YOU

Essential Skills & Experience

• Helpdesk Background: Proven experience working within a helpdesk, service desk, or high-volume administrative customer service environment (any industry).
• Leadership Capability: Experience as a Senior Administrator, Lead Coordinator, or Step-Up Supervisor looking for a dedicated people management role.
• People Skills: Natural communicator with a warm, encouraging leadership style and the ability to motivate a small team.
• Organisational Excellence: Ability to multi-task under pressure, prioritize team workloads, and maintain high standards of detail.
• Tech-Savvy: Comfortable navigating helpdesk ticketing systems, CAFM software, or CRM platforms alongside MS Office (Excel, Teams, Outlook).

WHAT WE OFFER

• Competitive salary and performance benefits package.
• Ongoing professional development and leadership training.
• Supportive, collaborative working environment.