Technical Helpdesk Team Leader - Fixed term Contract

RemoteWorker UK; Maidstone; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic Technical Helpdesk Team Leader for a fixed-term contract to cover maternity leave. This pivotal role involves leading Level 2 and 3 helpdesk teams, ensuring exceptional service delivery, and driving continuous improvement. You'll mentor technicians, manage client feedback, and produce performance reports to enhance team efficiency. With a commitment to work-life balance, this role offers flexibility, including the option to work from home two days a week. If you are passionate about IT and customer satisfaction, this is a fantastic opportunity to make a significant impact.

Qualifications

• Experience in leading Technical Helpdesk teams, preferably at Level 2 & 3.
• Strong background in IT troubleshooting and customer service.

Responsibilities

• Oversee daily operations of Technical Helpdesk teams and ensure high service standards.
• Mentor technicians and drive team performance through training and KPIs.

Skills

Technical Helpdesk Management

Mentoring and Development

Customer Satisfaction

IT Troubleshooting

Performance Reporting

Education

Relevant IT Certifications

Bachelor's Degree in IT or related field

Tools

Helpdesk Software

Ticketing Systems

Job description

Technical Helpdesk Team Leader - Fixed term Contract

Apogee Corporation Limited

Maidstone Full Time

Reference: 222951180

This role is a maternity cover for 6 months. We are seeking a forward-thinking and logical individual to lead our Level 2 & 3 Technical Helpdesk teams. You will oversee the day-to-day management of our technicians, ensuring high service standards and swift resolution of hardware, IT, and software issues for our clients. This role is pivotal in ensuring customer satisfaction, meeting KPIs, and driving continuous improvement within our Technical Helpdesk division.

Key Responsibilities

1. Oversee the daily operations of the Level 2 & 3 Technical Helpdesk teams.
2. Mentor and develop technicians using your advanced print and IT expertise.
3. Drive team performance with relevant training programmes and KPIs.
4. Manage complaints and client feedback to maintain customer satisfaction.
5. Support strategic initiatives, process creation, and adherence to business functions.
6. Liaise with internal teams, including senior management, PS teams, and Account Managers.
7. Ensure continual service improvement through process review and benchmarking.
8. Conduct regular 1-to-1 meetings to support technician growth.
9. Prioritise and manage ticket workflows effectively.
10. Produce accurate performance reports to identify areas for improvement.

A typical working pattern is Monday to Friday, 08:30 to 17:30, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

Flexibility

We are committed to supporting a work-life balance and are open to considering flexible working arrangements, including part-time hours or alternative schedules, depending on the role and business needs. These can be discussed during the application process. We encourage applications from individuals with commitments outside of work who are seeking a role that suits their needs.

Apogee reserves the right to close this advertisement or withdraw the role at any time, should sufficient applications be received or recruitment needs change. We encourage interested candidates to apply promptly to avoid disappointment.