Helpdesk Team Leader

Get Recruited; West Yorkshire; On-site; GBP 34,000 - 52,000; Full time

Job summary

A reputable technology firm is looking for an experienced Technical Support / Helpdesk Team Leader in West Yorkshire. You will manage a team of Support Analysts, ensuring high levels of customer service and meeting KPIs. The ideal candidate will have experience in a similar role with strong leadership and communication skills, alongside a broad understanding of IT. This role presents opportunities for skill enhancement and hands-on support when required.

Qualifications

• Experience as a Helpdesk Team Leader or similar role in a technical environment.
• Willingness to develop enhanced technical skills over time.
• Confidence to manage a team of varying experience levels.

Responsibilities

• Manage a team of Support Analysts ensuring high levels of customer service.
• Monitor workloads and ticketing for support within agreed SLA.
• Prepare monthly team rotas to ensure resource is provided.
• Assist with project work and coordination.
• Provide regular reports to Directors with key insights.
• Arrange team meetings and deliver training.

Skills

Leadership expertise

Excellent communication skills

Broad understanding of IT

Team management

Customer service

Job description

We're exclusively partnering with highly reputable company that is looking to recruit an experienced Technical Support / Helpdesk Team Leader to join the team.

As Technical Support / Helpdesk Team Leader, you will be responsible for managing a team of Support Analysts, Managing Workloads, Ensuring Key SLA are achieved, Rota Management and Ensuring high levels of customer service.

The role does require an individual who has operated at Team Leader level within a technical environment with a high-level understanding of IT environments such as Networking.

This is the perfect opportunity for an individual with good leadership expertise that is keen to learn more about IT to be able to provide hands-on support where required.

THE TECHNICAL SUPPORT / HELPDESK TEAM LEADER ROLE:

• As Technical Support Team Leader, you will be responsible for managing a team of Support Analysts, whilst ensuring high levels of customer service
• Monitoring workloads & ticketing to ensure that all customers are supported within the agreed SLA
• Preparing Monthly team rotas to ensure resource is provided
• Assisting with Project Work and Coordination
• Identifying training needs and areas of improvement
• Ensuring that customers are escalated and responded to rapidly
• Maintaining SOPs when processes change/update
• Providing reports to the Directors and discussing key insights
• Setting team and individual objectives, targets and improvement milestones
• Arranging team meetings and 1:1 meetings to ensure good communication
• Delivering or arranging delivery of regular training

THE PERSON:

• Must have experience as a Helpdesk Team Leader, Technical Support Team Leader, Service Desk Team Leader, IT Support Team Leader or similar team lead role in a technical environment
• A broad understanding of IT, with the willingness to develop enhanced technical skills over time to enable enhanced/escalation support to team.
• Excellent communication skills with the confidence to manage a team of varying experience levels
• An individual with solid values and one that enjoys delivering high levels of service

TO APPLY:

Please send your CV for the Technical Support Team Leader position via the advert for immediate consideration.