Hybrid Support Team Lead

Klipboard; Bromsgrove; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Klipboard in the UK is seeking a senior IT service desk leader to motivate and coach the Helpdesk team, ensuring first-class support across locations and channels while meeting SLAs, OLAs and KPIs. You’ll drive continuous improvement, influence service strategy, and collaborate with cross‑functional teams to ensure high‑quality, consistent support.

The role operates under a flexible hybrid policy (three days in the office, two from home) within a global ERP/SaaS environment.

Qualifications

• Proven IT service desk leadership experience.
• Strong knowledge of SLAs/OLAs/KPIs and service metrics.
• Experience in a technical IT services environment.
• Excellent written and verbal communication to convey technical info clearly.
• Ability to document and report on service delivery.
• ITIL qualification or equivalent experience.

Responsibilities

• Lead and motivate Helpdesk staff with a positive, proactive approach.
• Maintain up-to-date knowledge of supported applications and developments.
• Improve service delivery by aligning with industry standards and internal processes.
• Collaborate with other business areas to enhance holistic service.
• Provide ongoing training and development for the team.
• Own and implement department strategy and service improvements.
• Undertake training relevant to the post.

Skills

ITIL

Leadership

Customer focus

Communication

Documentation

Problem solving

Tools

Microsoft SQL Server

PostgreSQL

ERP systems

Job description

Klipboard in the UK is seeking a senior IT service desk leader to motivate and coach the Helpdesk team, ensuring first-class support across locations and channels while meeting SLAs, OLAs and KPIs. You’ll drive continuous improvement, influence service strategy, and collaborate with cross‑functional teams to ensure high‑quality, consistent support.

The role operates under a flexible hybrid policy (three days in the office, two from home) within a global ERP/SaaS environment.