IT Helpdesk Team Lead

Warrington & Vale Royal College; Warrington; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Free on-site parking

Induction programme and buddy scheme

Flexible working where appropriate

Employee benefits package

Employee Assistance Programme

Menopause friendly

Training and mentoring

Job summary

Warrington & Vale Royal College is seeking an experienced Digital Helpdesk Team Lead to oversee the day-to-day operation of our Digital Helpdesk and support the delivery of a responsive, customer-focused IT service to students and staff.

The successful candidate will provide hands-on 1st and 2nd line support while coordinating helpdesk activity, supervising team members and acting as the first point of escalation for complex issues, with flexible working options considered.

Qualifications

• 5 GCSEs at Grade C/4 or equivalent including Maths and English.
• Strong technical knowledge of computer hardware, networks, Microsoft 365 and Active Directory.
• Experience of task delegation, IT service management systems and working within SLAs.
• Excellent customer service, communication and organisational skills.

Responsibilities

• Oversee day-to-day operation of the Digital Helpdesk.
• Provide hands-on 1st and 2nd line technical support.
• Coordinate helpdesk activity and supervise team members.
• Act as the first point of escalation for complex issues.

Skills

IT hardware

Networks

Microsoft 365

Active Directory

Service Level Agreements

ITSM systems

Team leadership

Education

GCSEs incl Maths & English

Tools

Service desk software

Job description

Warrington & Vale Royal College is seeking to appoint an experienced and proactive Digital Helpdesk Team Lead to oversee the day-to-day operation of our Digital Helpdesk and support the delivery of a responsive, customer-focused IT service to students and staff. The successful candidate will provide hands-on 1st and 2nd line technical support while coordinating helpdesk activity, supervising team members and acting as the first point of escalation for more complex technical issues and customer concerns, where appropriate we will consider flexible working options, such as part time or job share. In November 2024 the college was officially commended as 'Good with outstanding features' by Ofsted. Our mission is 'Inclusion, realising potential; transforming lives'. Our environment is inclusive, friendly and supportive, with high expectations for both staff and students. To thrive in our environment, you will need to be resilient, positive, able to work autonomously, have a strong work ethic, and put our learners at the heart of everything you do. In March 2025 the college achieved the Platinum accreditation in the Investors in People framework. The college is performing at a High Performing (Platinum) level and demonstrates a deeply embedded culture of excellence in the way in which the organisation leads, supports, and develops its people'. Sustainability is a key priority for Warrington & Vale Royal College, and we are committed to raising awareness and the implementation of sustainable practices in all aspects of college life. Sustainability principles are embedded across the college, and our sustainability action plan and committee are led by senior leaders to ensure that this remains a key focus.

Suitable candidates will have 5 GCSEs at Grade C/4 or equivalent, including Maths and English, together with experience of working in an IT support or helpdesk environment. You will have strong technical knowledge of computer hardware, networks, Microsoft 365 and Active Directory, alongside experience of task delegation, IT service management systems and working within Service Level Agreements. You will also have excellent customer service, communication and organisational skills, with the ability to prioritise workloads, make informed decisions and support and motivate colleagues in a busy service environment.

We offer an excellent salary and benefits package, which includes:

• A competitive salary
• Generous annual leave entitlement (48 days for Business Support Staff, inclusive of bank holidays and Christmas closure days, pro rata for part time)
• Occupational pension scheme
• Employee benefits package
• Employee Assistance Programme
• Free on-site parking
• Full programme of training and mentoring
• Induction programme and buddy scheme
• Flexible working, where appropriate
• Menopause friendly