IT Helpdesk Team Leader

Flotek; Wales; On-site; GBP 28,000 - 30,000; Full time

Job summary

A dynamic IT services company in Bridgend is seeking an IT Helpdesk Team Leader to manage a team and ensure excellent customer service. The role involves coaching, resolving technical issues, and monitoring team KPIs within an established framework. The ideal candidate will have significant leadership experience in ICT/Telecoms. Benefits include a competitive salary, share equity scheme, and various employee perks.

Benefits

EMI Share Equity Scheme

Day off for your birthday

Give back day for charity

Savings on gym memberships

Professional development opportunities

Qualifications

• Proven leadership experience within an ICT/Telecoms Helpdesk.
• Solid experience in customer service with excellent communication skills.
• Comfortable using CRMs and documentation solutions.

Responsibilities

• Support and upskill existing team members through coaching and training.
• Ensure customer faults are responded to and resolved within SLAs.
• Provide first-class service through the Helpdesk.
• Monitor all related performance issues and identify trends.

Skills

Leadership experience

Customer service skills

Verbal and written communication

Teamwork

CRM usage

Job description

Job Title: IT Helpdesk Team Leader

Location: Bridgend, South Wales (travel is expected as part of this role)

Salary: £28,000 to £30,000 per annum

Job Type: Full time, Permanent

Working Hours: 5 days per week, 8 hours per day during our open hours of Monday to Sunday; 08:00 to 18:00

About Us

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

When you join Flotek Group you join our "Purple Army" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a "Wow!"

About the Role

We are looking for an enthusiastic customer-focused individual with previous experience of leadership within the ICT sector, preferably in an IT and/or Telecoms Helpdesk role.

You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.

Key Responsibilities

• Support and upskill existing team members through coaching, feedback, monthly one-to-ones, and training sessions.
• Issue work to team members based on capacity / skillset / knowledge.
• Ensuring customer faults and incidents are responded to and resolved within SLAs.
• Demonstrate ownership, accountability, and strive for 'First Call Resolution'.
• Support the team as needed by answering the phone to inbound calls and provide technical support.
• Closely monitor open tickets and ensure your team resolve issues within SLA remotely over the phone, by email, and live chat.
• Monitor all related Telecoms, ICT, network, workstation, laptop and application performance issues and identify trends.
• Assess the effectiveness of the team's communication through call quality monitoring.
• Measure, monitor and report team KPIs to the Head of Service, highlighting successes, challenges, and performance against objectives.
• Ensuring all open cases are updated with relevant information and customers are regularly updated.
• Be accountable and responsible for consistently giving a first-class service through our Helpdesk.
• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date.

About you

• You will have proven leadership experience, ideally within an ICT/Telecoms Helpdesk.
• Solid experience in customer service (excellent verbal and written communication skills required).
• Loves working as part of a team.
• Comfortable using CRMs and documentation solutions.

Benefits

• Salary dependent on experience within range of £28,000 - £30,000 per annum.
• EMI Share Equity Scheme - own a slice of the "Purple Pie".
• Day off for your birthday.
• Day off for other life's milestones - such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts available through Perkbox.
• Variety of social events & team building opportunities are available.
• Opportunities for professional development and career progression.

Please Note

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of IT Support Engineer, IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 2nd Line Support Technician, Technical Support, IT Support, Telecoms Support Engineer may also be considered for this role.