Support Team Lead | Hybrid Work & AI-Driven Support

Klipboard group; United Kingdom; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Klipboard UK is seeking an experienced IT Helpdesk Manager to lead the support team, drive service quality and ensure SLA performance across global customers. You will mentor staff, manage escalations and coordinate with cross-functional teams to deliver proactive service improvements.

The role requires strong ITIL knowledge, SQL/ERP familiarity, and a proactive, communication-driven leadership style in a hybrid UK-based setup.

Qualifications

• Experience in IT support leadership or service delivery management.
• Strong written and verbal communication to convey technical information clearly.
• Ability to work under pressure in a fast-paced environment and manage stakeholder expectations.
• Proven track record delivering productivity, innovation and quality in a similar role.
• Knowledge and experience of SQL/ERP systems and service metrics (SLAs, OLAs, KPIs).
• Forward-thinking, proactive leadership with ability to motivate a team.

Responsibilities

• Motivate and lead Helpdesk staff with a positive, blame-free culture.
• Maintain up-to-date knowledge of supported applications and developments.
• Develop service improvements and ensure alignment with department strategy.
• Collaborate with other business areas to enhance holistic service delivery.
• Coach and develop direct reports, ensuring progression and well-being.
• Provide escalation support and input into customer success activities.
• Monitor SLA adherence and strive to improve customer satisfaction overall.
• Lead on service improvement initiatives and customer reporting packs.

Skills

IT support

Departmental mgmt

Communication

Documentation

SLAs/KPIs

SQL/ERP familiarity

ITIL

Education

ITIL Certification

Tools

Microsoft SQL Server

PostgreSQL

ERP systems

Job description

Klipboard UK is seeking an experienced IT Helpdesk Manager to lead the support team, drive service quality and ensure SLA performance across global customers. You will mentor staff, manage escalations and coordinate with cross-functional teams to deliver proactive service improvements.

The role requires strong ITIL knowledge, SQL/ERP familiarity, and a proactive, communication-driven leadership style in a hybrid UK-based setup.