IT Helpdesk Team Leader

Prism Healthcare Ltd.; Wakefield; Hybrid; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Competitive Salary

Ongoing training and development

25 days holiday, plus bank holidays

Pension Scheme

Health plan (BHSF)

Life Assurance Scheme

Long Service Awards

Holiday Purchase Scheme

Rewards & Discounts

Employee Recognition Scheme

Job summary

Prism Healthcare Ltd. is seeking a Service Desk Team Lead to oversee daily IT support operations in Wakefield. You will guide a team of technicians, ensuring high-quality support to end users and maintaining excellent customer service standards.

The role emphasizes leadership, troubleshooting, and service-improvement initiatives. Experience with ITSM, M365, Windows environments, and Active Directory is required, with a focus on maintaining effective incident management and timely resolution of

Qualifications

• Prev. experience in a Service Desk Team Lead role or Senior Service Desk position.
• Strong knowledge of IT Service Management principles and best practices.
• Proven leadership, communication, and interpersonal skills.
• Ability to manage competing priorities in a fast-moving business.
• Experience supporting M365, Windows environments, Active Directory and networking.
• Full driving licence.

Responsibilities

• Lead, mentor, and develop a team of IT technicians.
• Manage team performance through coaching and reviews.
• Monitor workload distribution and ensure SLAs are met.
• Oversee day-to-day operation of the service desk.
• Escalate complex technical issues and deliver timely resolutions.
• Produce and analyse service desk metrics and reports.
• Collaborate with infrastructure, application and third-party support teams.
• Maintain knowledge base articles and support documentation.

Skills

Service Desk Lead

ITSM

Leadership

Communication

Prioritisation

M365

Windows

Active Directory

Networking

Driving Licence

Job description

Why Prism Healthcare

We are providers of specialist moving, handling and bathing equipment for elderly, disabled and mobility disadvantaged clients in a range of care environments, from community care to schools, hospitals and care homes. Employing circa 700 colleagues, across various locations within the UK and Europe, we work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.

With over 30 years of experience in designing, developing, manufacturing, providing and installing bespoke mobility and care solutions, we have an established track record of working closely with carers and their clients across the UK. The Group has grown over the last year both organically and by acquisition, with a turnover of £100M.

Role Purpose

To oversee the daily operations of our IT Support function. The successful candidate will lead a team of technicians, ensuring the delivery of thehigh qualitytechnical support to end users whilemaintainingexcellent customer service standards.

This role requires strong leadership, technical troubleshootingexpertise, and a commitment to continuous service improvement. Experience with SQL databases and reporting would be advantageous.

Key Responsibilities

• Lead, mentor, and develop a team of IT technicians
• Manage team performance through regular coaching,feedbackand performative reviews
• Monitor workload distribution and ensure service levels are consistently achieved
• Oversee day to day operation of the service desk function
• Ensure incidents and service requests are managed effectively and resolved within agreed SLAs
• Act as an escalation point for complex technical issues.
• Produce and analyse service desk metrics and reports
• Collaborate with infrastructure, application andthird partysupport teams whenrequired.
• Maintain and produce knowledge base articles and support documentation

Knowledge, Skills & Experience

Essential

• Previousexperience in a Service Desk Team Lead role, Service Desk supervisor or Senior Service Desk role,
• Strong knowledge of IT Service Management principles and best practice
• Strong leadership,communicationand interpersonal skills
• Ability to manage competing priorities in a fast movingbusiness
• Experience supporting M365, Windows operating environments, activedirectoryand networking technologies
• Driving licence

Desirable

• Knowledge of ITIL frameworks and service management methodologies
• Experience of business applications, ERPsystemsand CRM platforms
• Relevant industry certifications like ITIL, Microsoft or CompTIA

Personal Attributes

• Comfortable working across both applications support and operational/infrastructure issues
• Strong triage skills, able to quickly assess severity and elevate appropriately
• Communicates clearly with both technical and non-technical staff
• Takes a coaching approach, developing the skills and confidence of the wider team
• Strong sense of ownership, seeing issues through to full resolution
• Well organised, able to manage a fluctuating workload and competing priorities
• Proactively identifies recurring problems and drives root cause fixes
• Resilient, with the ability to manage repeat issues or frustrated users professionally
• Adaptable to changing priorities and new systems
• Detail focused, ensuring processes and fixes are documented accurately
• Approachable, encouraging the team to raise issues and mistakes early
• Accountable, reporting openly on issues, delays, and progress
• Customer focused, treating internal users professionally and managing expectations
• Able to delegate effectively and trust the team with responsibility
• Committed to continuous improvement of processes and ticket handling
• Capable of running day to day operations independently, providing assurance to management

So.. why us?

Alongside working in a supportive and friendly environment, you’ll also receive:

• Competitive Salary, paid monthly
• Ongoing training and development
• 25 days holiday, plus bank holidays
• Pension Scheme, matched contribution/salary sacrifice
• BHSF healthcare cash plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody
• Life Assurance Scheme
• Long Service Awards
• Holiday Purchase Scheme
• Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts and days out.
• Employee Recognition Scheme