Support Desk Team Leader

Salisbury Group; Newport (RI); On-site; USD 29,000; Full time

Job summary

A thriving company in Newport seeks a Support Desk Team Leader to guide a busy support team. This full-time role includes managing customer communications and ensuring high service standards. Ideal candidates are communicative, organized, and proactive, with a commitment to fostering a collaborative environment.

Benefits

28 paid days holiday per year

Free on-site parking

Full training and support

Career progression opportunities

Wagestream financial wellbeing platform

Cycle to work scheme

Workplace pension scheme

Qualifications

• Strong communication skills, both verbal and written.
• Ability to lead a team and manage competing priorities.
• Willingness to learn and grow within the role.

Responsibilities

• Lead a team of 10 in managing high volumes of calls and emails.
• Ensure smooth service delivery and efficient resolution of queries.
• Support out-of-hours operations during high demand periods.

Skills

Communication

Team Leadership

Problem-Solving

Flexibility

Tools

Computer Literacy

Job description

About The Role

Would you like to play a key role in a thriving company? Are you ready for a challenge?

We have an exciting opportunity to join our fast-paced Support Team in Newport. As a Support Desk Team Leader, you'll lead a team of 10 in a busy environment, managing a high volume of calls and emails that need to be handled in a friendly, professional manner. You’ll also be a key point of support for our area managers, ensuring smooth service delivery and efficient resolution of queries.

This is a full-time position working Monday to Friday, 09:00–17:30. However, as Atlas provides a 24/7 service to clients, there will be occasions where you’ll be expected to support out-of-hours operations, for example during periods of high demand, holiday cover, or emergencies. Flexibility and a can-do attitude are key in this role.

What we’re offering:

• Starting salary of £28,750 per annum

• 8.5 hour shifts, Monday to Friday

• 28 paid days holiday per year (inclusive of bank holidays)

• Free on-site parking

• Full training and support from Atlas

• A clear pathway for learning, development and career progression

• Wagestream –our financial wellbeing and benefits platform which provides you with real-time access to earned wages, information to improve your financial health, and discounts/savings at leading retailers and supermarkets.

You’ll be supported by a company that genuinely invests in its people and celebrates their successes.

About You

Are you conscientious, calm under pressure and passionate about providing excellent service? If so, we’d love to hear from you.

We’re looking for someone who thrives in a team environment and leads by example. You’ll need strong communication skills, attention to detail, and a proactive approach to resolving issues quickly and accurately.

We’re looking for someone who:

• Has general computer literacy and is confident learning new systems (training provided)

• Communicates clearly and professionally – both verbally and in writing

• Is a true team player – sharing ideas, encouraging others and working toward common goals

• Is dependable, organised, and committed to delivering a great service

• Can manage competing priorities and maintain a professional tone, even under pressure

• Is flexible and willing to support occasional out-of-hours work as part of our 24/7 operation

A willingness to learn on the job and grow with the role is essential.

Please note: An Enhanced DBS check will be required for this position.

About The Company

What makes this job amazing?

• Full learning &support from Atlas.

• Wagestream – our financial wellbeing and benefits platform which provides you with real-time access to earned wages, information to improve your financial health, and discounts/savings at leading retailers and supermarkets.

• Cycle to work scheme*.

• Workplace pension scheme.

• Staff recognition scheme (Stars of Atlas).

• Staff engagement portal.

• The ability to progress your career within Atlas.

• Learning and development led by you: support in areas you like or want to learn more about.

• The opportunity to work amongst people who value and support each other, achievinggreat results.

• For those who value and excel in transparent, high-intensity, and high-impact environments, there is significant opportunity for advancement.

• Atlas continues to grow at pace which is both exciting and challenging.

*Subject to qualifying parameters.

Who are we?

Atlas is a family of people drawn together by a passion for creating happiness in others.

Founded in 1986 and 100% owned by our employees, we are now one of the fastest-growing business support companies in the UK, providing cleaning, security, pest and other support services to a wide range of companies, from globally recognised brands to small local businesses. Our success is down to one thing; the passion and commitment of our extended family, who together we deliver happiness across thousands of client sites every single day. To ensure we remain focused on our purpose as we grow, we recruit first and foremost on our values so for those committed to living them alongside us, there is no better place to work.

Our Purpose

To create happiness in ourselves and others

We approach work and life with a sense of fun, optimism and belief, and strive to have a positive impact on the world around us. We show kindness and compassion to all those we meet, ensuring everyone is safe and healthy. We deliver on our promises and go the extra mile every day.

Our Values

We are a family

Just like any other family, we laugh, cry, celebrate and commiserate together. We may come from many different backgrounds, but we’re always there when it really matters. Whether it’s with practical help and support, or simply a mug of tea and a shoulder to cry on.

Sharing makes us stronger

Knowledge is more powerful when its shared. Which is why we share everything - our ideas, our expertise, our news and most-of-all our time. Show humility. Share and work together, and anything is possible.

Own your space

You are Atlas. Don’t be afraid to make decisions. Use your time wisely and treat every pound as if it was coming from your own pocket.

Be honest. Always.

Have the courage to do the right thing, even when no-one is watching. Whether it’s owning up to a mistake, having a difficult conversation, or simply arguing a point you feel passionate about. Be yourself. Authenticity breeds trust. Trust brings happiness.

Treat clients like our best friends

If we’re a family, then our clients are our best friends. Friends who you can be completely open and honest with, because they trust you to put their interests first. We take the time to listen to what’s going on in our clients lives and pull out all the stops to make them feel happy.

Start with Wow

And never settle for less. Create time to focus on quality and prioritise long-term solutions over short-term fixes. Constantly seek opportunities to learn from others, and if something doesn’t make sense, shout. Always ask yourself if there is more we can do to bring happiness to those around us.

Don't just talk. Do.

We are a business that thrives on doing. The more we do, the more we succeed. Embrace change. Keep it simple. Keep meetings short. Plan just enough to succeed. And then get on with it.

Atlas commits to be an Equal Opportunities Employer and as such aims to ensure that no employee or job applicant receives less favourable treatment or are placed at a disadvantage by imposed conditions or requirements which cannot be shown to be justified because of a protected characteristic. Atlas strives to see its workforce broadly reflecting the community in which its operation is based.