Helpdesk Team Leader — Hybrid, Impact-Driven

Scaleform; Milton Keynes; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

34 days holiday

Life insurance 4x salary

Private medical insurance

Family leave policy

Hybrid working 60/40

Job summary

Scaleform is seeking a Helpdesk Team Leader in Milton Keynes on a 12-month fixed-term contract with potential extension. The role oversees 6–8 agents, coaching, prioritising, and maintaining service across channels, with two days a week remote work.

The role reports to the Helpdesk Lead and sits in a large national environmental programme. The focus is on engagement, performance reporting and readiness for go-live in 2027.

Qualifications

• Experience leading or supporting a helpdesk or customer-service team.
• Strong communication and coaching skills.
• Organised and able to prioritise in a fast-paced environment.

Responsibilities

• Coach and support a team of Helpdesk Agents, fostering a positive, professional environment.
• Ensure agents are clear on priorities and workflow changes.
• Manage day-to-day Helpdesk operations and maintain service stability across channels.
• Act as first point of escalation for queries and complex stakeholder enquiries.
• Provide hands-on support during busy periods when needed.
• Coordinate with Helpdesk Lead and BPO partners on escalations and follow-ups.
• Quality sampling and feedback to improve accuracy and consistency.
• Identify risks and escalate with clear insights.
• Monitor SLA performance and workload, contributing to reports.
• Support testing and readiness as the Helpdesk scales toward go-live.

Skills

Helpdesk leadership

Customer service

Communication skills

Coaching

Organisation

Stakeholder engagement

Job description

Scaleform is seeking a Helpdesk Team Leader in Milton Keynes on a 12-month fixed-term contract with potential extension. The role oversees 6–8 agents, coaching, prioritising, and maintaining service across channels, with two days a week remote work.

The role reports to the Helpdesk Lead and sits in a large national environmental programme. The focus is on engagement, performance reporting and readiness for go-live in 2027.