Climb Recruitment are proud to be working with a leading company in the Sheffield area
Role: Help Desk Team Leader
Description:
Duties and Responsibilities
Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues
Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction
Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution
Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support
Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations
Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements
Monitoring and analysing relevant business data
Act as an escalation point for complex queries, and those needing urgent attention
Identify and implement opportunities and areas for improvement
Build effective relationships across the Group
Follow and enforce procedures, such as H&S and HR
Competencies
- Strong supervisory skills
- Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes
- Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration
- Knowledge of Citrix environments and the ability to support users in accessing their applications
- Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service
- Ability to communicate on a technical and non-technical level with different departments/management levels
Accountabilities and Performance Measures
Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs)
Effective management and resolution of tickets within predetermined timeframes
Successful mentoring and development of the helpdesk team
Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness
Monitoring and management of relevant budgets
Job Requirements/ Qualifications
Experience in a helpdesk capacity, preferably in a manufacturing environment
HNC or equivalent in Information Technology, Computer Science, or related field
Experience in supervising a remote team
Ability to travel as required for site visits
5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position
Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes