Unleash your potential. Change the game with Gripple.
We’re on the hunt for an IT Helpdesk Team Leader to guide a high-performing support team, solve complex challenges, and keep our business running smoothly.If you thrive on leadership, fast problem-solving, and making technology work for people, this is your next move!
Why Gripple?
We’re not just innovators—we’re game-changers. Since, Gripple has led the charge in wire joining and suspension systems. As a % employee-owned business, we don’t just hire talent—we invest in it.
What’s in it for you:
1. Share ownership: Buy a stake in Gripple and the GLIDE group and share in our success
2. 15% non-contributory pension
3. 32 days’ holiday, increasing with long service, plus quarterly 'thank you' days and your birthday off
4. Private healthcare, family-focused policies, and exceptional benefits that support your wellbeing at every stage
5. World-class product training, career development, and room to grow
The role:
Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global IT Manager to support eight sites across Sheffield and Rotherham.Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT-related issues.
What you'll be doing:
6. Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs
7. Acting as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution
8. Line managing and developing first line support technicians through regular one-to-ones, coaching and performance reviews
9. Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity
10. Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures
11. Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working
12. Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes
13. Planning resource levels to ensure service desk is adequately staffed
14. Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities
15. Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality
16. Ensuring team members have clear development plans and access to relevant training to support their growth and progression
17. Performing hardware upgrades, repairs and component replacements on desktops, laptops and printers. Skilled in diagnosing common hardware faults, replacing parts such as memory, storage and peripherals, and ensuring devices are tested and returned to service promptly.
Who you are:
18. A positive, approachable leader with a strong customer-focused mindset and a genuine commitment to delivering great service
19. Able to manage your own workload effectively whilst setting clear expectations and good working practices across the front-line support team
20. A natural problem-solver who takes a structured, logical approach to diagnosing issues and finding practical solutions
21. Comfortable working both independently and collaboratively within a wider IT team
22. A genuine interest in technology, with an open and curious approach to new tools, ways of working, and continuously learning
Key personal skills
23. Strong leader with the ability to motivate others and work effectively across the wider IT function
24. Clear, confident communicator, comfortable handling users, stakeholders, and difficult conversations
25. Proactive and self-driven, able to take initiative and see tasks through without close supervision
26. Organised and resilient, able to prioritise team workloads and manage competing deadlines
27. Analytical problem-solver with strong troubleshooting skills and a drive for continuous improvement
Key technical skills
28. Strong administration experience across Microsoft, including Entra ID, Exchange, Teams, SharePoint, and Intune
29. Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices
30. Confident in user and access management across core business systems, including Dynamics and ERP platforms
31. Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data
32. Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams
Desirable technical skills (not essential)
33. Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)
34. Windows Server Administration
35. Exposure to macOS
Desirable certifications (not essential)
36. CompTIA A+
37. CompTIA Network+
38. ITIL 4 Foundation Certification
39. Microsoft Certified: AZ-, MS-
The Gripple Spirit
Our values – fun, integrity, passion, entrepreneurship, teamwork, innovation – aren’t just words on a wall. They shape everything we do. Join us, and you’ll experience:
40. true work-life balance
41. an inclusive and caring workplace where your ideas matter, and your impact is felt globally
Take a closer look:
42. Learn more about who we are and how we’re changing the game:
43. Take a tour of our head office at the historic Old West Gun Works in Sheffield, South Yorkshire here
Closing date 2nd February. Bring your ambition. We’ll bring the opportunity.
Join a team where everyone belongs
We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply. Whilst not mandatory, your completion of the applicant ethnic monitoring form will help us monitor and encourage equality and diversity. The information you provide will be anonymous and kept both confidential and separate to your application.