Technical Helpdesk Team Leader - Fixed term Contract

Apogee Corporation; Maidstone; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company as a Technical Helpdesk Team Leader in a pivotal role that ensures customer satisfaction and drives continuous improvement. This position involves overseeing Level 2 & 3 Technical Helpdesk teams, mentoring technicians, and managing client feedback. With a commitment to diversity and inclusion, the organization fosters an innovative culture that values your contributions and supports your professional growth. Enjoy a flexible working environment with opportunities for career development while being part of a team that shapes the future of work through cutting-edge solutions.

Benefits

Flexible working options

33 days holiday including bank holidays

Holiday purchase scheme

Enhanced family friendly benefits

2 paid days off for voluntary work

Staff Reward Scheme

Pension scheme

Life assurance 4 x salary

Sponsorship for professional development

Employee Assistance Programme

Qualifications

• Proven management experience in a client-focused helpdesk environment.
• Advanced knowledge of IT Helpdesk functions and ticketing systems.

Responsibilities

• Oversee daily operations of Level 2 & 3 Technical Helpdesk teams.
• Drive team performance with training programmes and KPIs.
• Manage complaints and client feedback to maintain satisfaction.

Skills

Management Experience

IT Helpdesk Functions

Interpersonal Skills

Organisational Skills

Time Management

Data Analysis

Print Solutions Expertise

Education

ITILv4 Foundation Certification

Tools

Ticketing Systems

PaperCut

Equitrac

Job description

Technical Helpdesk Team Leader - Fixed term Contract APOGEE100344

With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact.

As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations.

Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.

Our culture allows you to innovate and develop your career with the support of an expanding corporate and progressive organisation. We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless.

At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated. We draw on the richness of our differences—across age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, and beliefs—because we know that our collective strength lies in our diversity. Here, your individuality drives our shared success, and we actively encourage you to bring your whole self to Apogee.

Job Summary

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

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

Experience and Skills Required

To succeed in this role, you must have:

• Proven management experience within a client-focused helpdesk environment.
• Advanced knowledge of IT Helpdesk functions, ticketing systems, and lifecycle processes.
• Strong expertise in print and IT solutions (e.g., PaperCut, Equitrac).
• Excellent interpersonal, organisational, and time management skills.
• The ability to analyse data and drive performance improvements.
• ITILv4 Foundation certification (preferred).

You must also demonstrate:

• Passion – A drive for excellence and outstanding results.
• Courtesy & Respect – Professionalism and kindness in all interactions.
• Inclusivity – Active support for diversity and inclusion.
• Knowledge – A commitment to learning and applying expertise.
• People Focus – Teamwork and building strong relationships.
• Flexibility – Adapting to challenges with a solution-focused mindset.

Why Join Us?
At Apogee, you will be part of an innovative and collaborative culture that values your contributions and supports your professional growth. With cutting-edge solutions and a future-focused mindset, we are shaping the future of work, one innovation at a time.

Benefits

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

We are a Disability Confident Committed Employer.

Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.