IT Help Desk Team Leader

Enhance Systems Limited; Cookstown; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a seasoned IT Help Desk Team Leader to manage their MSP help desk operations. This dynamic role involves leading a team of dedicated IT specialists, ensuring exceptional technical support for a diverse clientele. The ideal candidate will have a strong background in managed services, with proven leadership skills and a client-first approach. You'll be responsible for developing strategies that enhance client satisfaction, mentoring team members, and continuously improving help desk processes. Join a supportive and innovative environment where your contributions will drive success and career advancement opportunities await!

Benefits

Company Pension

Free Healthcare & Wellbeing

Fitness App

30 Days Holidays + Birthday Bonus Day

Fully Funded Microsoft 365 Training Certifications

Qualifications

• Minimum 3 years in MSP or similar IT support environment.
• Proven leadership experience managing and motivating teams.

Responsibilities

• Lead a team of up to 5 IT help desk specialists providing remote support.
• Develop and implement help desk strategies for client satisfaction.

Skills

Leadership

Customer Service

Technical Support

Problem Solving

Communication

Education

Relevant Industry Certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional)

Tools

Microsoft 365

Job description

24 years experience of IT support across Belfast & Northern Ireland

For over 20 years Enhance Systems have been providing IT services to businesses throughout Northern Ireland & Belfast.

With Enhance we are not just your ‘IT Company’, we are your IT Partner and Trusted Advisor, ensuring you get the best out of your Technology!

We provide a full compliment of Managed Services including, IT Support, Network, Cyber Security, Microsoft 365 and Managed Backup.

About the role

We are looking for a seasoned IT Help Desk Team Leader to oversee our MSP help desk operations. This role involves managing a team dedicated to providing top-tier technical support to a diverse range of clients. The successful candidate will have experience in an MSP environment and demonstrate exceptional leadership and customer service skills.

Key Requirements

• Client-Centric Leadership: Lead a team of up to 5 IT help desk specialists who provide remote support to our clients. Ensure the team delivers prompt, effective, and client-focused solutions.
• MSP Strategy Implementation: Develop and implement help desk strategies tailored to an MSP environment, focusing on maximising client satisfaction and retention.
• Technical Expertise: Serve as the senior technical resource for the team, handling escalated client issues that require advanced knowledge and experience.
• Performance Management: Monitor team performance against MSP-specific KPIs and SLAs, ensuring that client expectations are consistently met or exceeded.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their unique needs and ensuring they receive the best possible service.
• Continuous Improvement: Continuously evaluate and improve help desk processes and tools to enhance efficiency and effectiveness in an MSP setting.
• Team Development: Mentor and develop team members, providing them with the training and resources needed to excel in an MSP-focused support role.
• Collaboration and Communication: Work closely with other departments to ensure a cohesive service experience for clients. Communicate effectively with both technical and non-technical stakeholders.
• Stay current with the latest IT trends and technologies to continuously improve help desk operations.

Qualifications

• A minimum of 3 years’ experience in an MSP or similar IT support environment.
• Proven leadership experience with the ability to manage and motivate a team.
• Strong technical acumen with a broad understanding of IT infrastructure, Microsoft 365, software, and networking principles.
• Excellent problem-solving abilities and a client-first approach to support.
• Superior communication skills, with the ability to convey complex technical information clearly and concisely.
• Relevant industry certifications (e.g., ITIL, CompTIA, Microsoft Certified Professional) are highly desirable.

What we offer

• A competitive salary and comprehensive benefits package.
• A dynamic role with the opportunity to work with a variety of clients and technologies.
• A supportive and collaborative work environment that values innovation and continuous learning.
• Career advancement opportunities within a growing MSP.
• A commitment to your personal and professional growth, with access to ongoing training and development opportunities funded by Enhance IT.

How to apply

Interested candidates should submit a CV and a personalised cover letter that highlights their experience in MSP environments and their vision for leading a successful help desk team.

If you are passionate about delivering exceptional IT support and thrive in a fast-paced, client-focused environment, we would love to consider you for our team. Apply today to take the next step in your IT leadership career!

Job details

• Salary: Attractive level of renumeration depending on expertise and experience
• Employment Type: Permanent Full-Time
• Hours: 40 hours per week (plus out of hours when required)
• Minimum Experience: 2 years commercial experience in a similar IT managed services role
• Location: Cookstown (Head Office)

Employee benefits

• Company Pension
• Free Healthcare & Wellbeing
• Fitness App
• 30 Days Holidays + Birthday Bonus Day
• Fully Funded Microsoft 365 Training Certifications