IT Helpdesk Lead — SLA‑Driven Remote Support & Team Coach

Serveline IT Ltd; Stourton; On-site; GBP 30,000 - 45,000; Full time

Job summary

An IT Managed Service Provider in Stourton seeks an IT Helpdesk Manager to lead their Customer Helpdesk team. The role involves providing high-quality remote IT support, supervising the team, and ensuring that all customer support requests are resolved within SLA. Ideal candidates will have experience in technical support, excellent communication skills, and a can-do attitude. The role also requires managing resources effectively and maintaining customer documentation.

Qualifications

• Experience in a technical support role.
• Ability to communicate effectively with customers.
• Willingness to achieve Microsoft accreditation.

Responsibilities

• Ensure support requests are addressed within SLA.
• Supervise and mentor first-line Support Team members.
• Manage workloads and helpdesk coverage effectively.
• Provide technical support and troubleshooting.
• Maintain clear communication with customers throughout support requests.

Skills

Microsoft Windows Operating Systems

Microsoft Office Applications

Windows Server Administration

Microsoft 365 Services

IT Infrastructure Knowledge

Team Supervision

Excellent Communication Skills

Problem Solving

Job description

An IT Managed Service Provider in Stourton seeks an IT Helpdesk Manager to lead their Customer Helpdesk team. The role involves providing high-quality remote IT support, supervising the team, and ensuring that all customer support requests are resolved within SLA. Ideal candidates will have experience in technical support, excellent communication skills, and a can-do attitude. The role also requires managing resources effectively and maintaining customer documentation.