IT Helpdesk Team Leader

Gripple; Sheffield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading technology firm located in Sheffield is looking for an experienced IT Service Desk Manager. The successful candidate will lead a multi-discipline team, ensuring quality first line support is provided. Responsibilities include managing service desk operations and staff development, while maintaining high customer service standards. The ideal candidate will have strong administration experience in Microsoft 365 and be proactive in problem-solving. Embrace this opportunity to make a significant impact in a dynamic and inclusive workplace.

Benefits

32 days' holiday

Private healthcare

Career development opportunities

Qualifications

• A positive, approachable leader with a strong customer-focused mindset.
• Skilled in troubleshooting across applications, infrastructure, and services.

Responsibilities

• Leading and coordinating the IT service desk to manage tickets.
• Acting as a hands-on technical leader for complex issues.
• Line managing and developing first line support technicians.
• Ensuring high quality customer service focused on user experience.

Skills

Strong leader with the ability to motivate others

Clear, confident communicator

Proactive and self-driven

Organised and resilient

Analytical problem-solver with strong troubleshooting skills

Tools

Microsoft 365

Windows 11

Dynamics 365

Job description

Benefits

• 32 days' holiday, increasing with long service, plus quarterly 'thank you' days and your birthday off
• Private healthcare, family-focused policies, and exceptional benefits that support your wellbeing at every stage
• World-class product training, career development, and room to grow

Role Overview

Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi‑discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT‑related issues.

Responsibilities

• Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs
• Acting as a hands‑on technical leader, providing support on complex issues and taking ownership of escalations through to resolution
• Line managing and developing first line support technicians through regular one‑to‑ones, coaching and performance reviews
• Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity
• Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures
• Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working
• Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes
• Planning resource levels to ensure service desk is adequately staffed
• Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities
• Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality
• Ensuring team members have clear development plans and access to relevant training to support their growth and progression
• Performing hardware upgrades, repairs and component replacements on desktops, laptops and printers. Skilled in diagnosing common hardware faults, replacing parts such as memory, storage and peripherals, and ensuring devices are tested and returned to service promptly.

Qualifications

A positive, approachable leader with a strong customer‑focused mindset and a genuine commitment to delivering great service.

Key Personal Skills

• Strong leader with the ability to motivate others and work effectively across the wider IT function
• Clear, confident communicator, comfortable handling users, stakeholders, and difficult conversations
• Proactive and self‑driven, able to take initiative and see tasks through without close supervision
• Organised and resilient, able to prioritise team workloads and manage competing deadlines
• Analytical problem‑solver with strong troubleshooting skills and a drive for continuous improvement

Key Technical Skills

• Strong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune
• Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices
• Confident in user and access management across core business systems, including Dynamics 365 and ERP platforms
• Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data
• Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams

Desirable Technical Skills (not essential)

• Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)
• Windows Server Administration
• Exposure to macOS

Desirable Certifications (not essential)

• CompTIA A+
• CompTIA Network+
• ITIL 4 Foundation Certification
• Microsoft 365 Certified: AZ-900, MS‑900

Diversity & Inclusion Statement

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply. Whilst not mandatory, your completion of the applicant ethnic monitoring form will help us monitor and encourage equality and diversity. The information you provide will be anonymous and kept both confidential and separate to your application.

About Gripple

• We're not just innovators—we're game‑changers. Since 1989, Gripple has led the charge in wire joining and suspension systems. As a 100% employee‑owned business, we don't just hire talent—we invest in it.
• Our values – fun, integrity, passion, entrepreneurship, teamwork, innovation – aren't just words on a wall. They shape everything we do. Join us, and you'll experience 1) true work‑life balance; 2) an inclusive and caring workplace where your ideas matter, and your impact is felt globally.
• Learn more about who we are and how we're changing the game: https://www.gripple.com/about-gripple
• Take a tour of our head office at the historic Old West Gun Works in Sheffield, South Yorkshire here.