Helpdesk Team Leader

Mears Group; Rainham; On-site; GBP 27,877 - 34,072; Full time

Benefits offered by this job

25 days annual leave plus bank holidays

Mears Fun Day

Volunteering Leave

Discounts up to 10% on various services

Family-friendly policies

Access to EAP counselling sessions

Job summary

Mears Group is looking for a Helpdesk Team Leader in Rainham, London. This role involves managing Helpdesk Operators while ensuring excellent customer service delivery. You'll be responsible for performance reviews and training, alongside administrative support.

The ideal candidate should have exceptional customer service and Microsoft Office skills, and previous management experience is preferred. The position offers a competitive salary of up to £30,975 and various employee benefits, including 25 days annual leave.

Qualifications

• Strong multitasking skills and ability to prioritize workload effectively.
• Willingness to complete ad-hoc tasks as required.

Responsibilities

• Provide administrative support to Helpdesk Operators.
• Lead, manage, motivate and support staff to deliver contractual requirements.
• Deliver performance reviews and one-to-ones and report to the line manager.
• Arrange and support training for Helpdesk Operators.
• Ensure all records and IT data on systems remains updated.
• Overall responsibility for the delivery of a customer-focused service.

Skills

Excellent customer service skills

Good Microsoft Office skills

Management experience

Administrative experience

Job description

Annual salary: up to £30,975.00. Job title: Helpdesk Team Leader. Location: Rainham, London. Salary: £30,975. Contract: Permanent, Full-Time. Hours: 42.5 per week, Monday to Friday, 8:00am – 5:00pm.

About the Role

We are seeking a customer‑focused and enthusiastic Helpdesk Team Leader to act as the link between the Helpdesk Operators and the Management Team. This is an exciting opportunity for someone who wants to take ownership of a team and put their own stamp on the role. The ideal candidate will possess strong multitasking skills and be able to prioritise their workload effectively.

Role Responsibilities

• Provide administrative support to Helpdesk Operators.
• Lead, manage, motivate and support staff to deliver contractual requirements.
• Deliver performance reviews and one‑to‑ones and report to the line manager.
• Arrange and support training for Helpdesk Operators.
• Ensure all records and IT data on systems remains updated.
• Overall responsibility for the delivery of a customer‑focused service to our service users.
• Overall responsibility for the coordination of Helpdesk Operators.

Role Criteria

• Excellent customer service skills.
• Good Microsoft Office skills.
• Willingness to complete ad‑hoc tasks as required.
• Previous administrative experience.
• Previous management experience.

Benefits

We can offer you:

• 25 days annual leave plus bank holidays.
• Annual Mears Fun Day.
• Volunteering Leave to undertake paid volunteering.
• Staff perks with Mears Rewards: discounts up to 10% on weekly groceries, holidays, eye test vouchers, Share save scheme, and more.
• Family‑friendly policies.
• Access to EAP counselling sessions.

All our roles require candidates to have the entitlement to work within the UK. Mears does not currently offer visa sponsorship. To drive a Mears vehicle, you must be aged over 21, have held your licence for over 3 months and have less than 9 points. Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive. We are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all. We proudly support the Armed Forces Covenant and have achieved the Gold Award in the Defence Employer Recognition Scheme. We also hold an Endorser Award for the Career Transition Partnership.