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.
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.
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.
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).
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.
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