Helpdesk Team Leader - Drive Service Excellence & Growth

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

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