1st Line IT Helpdesk Team Leader
* Job Type: Contract - 6 weeks - INSIDE IR35
* Location: Rotherham
* Salary: competitive
We are seeking a 1st Line IT Helpdesk Team Leader to lead our frontline IT-Helpdesk team. This role is crucial for managing service requests and incidents, promoting excellent customer service, and maintaining high technical support standards.
Day-to-day Responsibilities:
* Lead the 1st Line Support Helpdesk, ensuring efficient and professional management of all contacts.
* Act as the primary point of contact for customer escalations and relationship management with staff, students, and external clients.
* Drive continuous improvement of the 1st Line support capabilities and perform trend analysis to identify underlying IT issues.
* Update the Staff Portal in Real Time for major service impacts and compile high-quality reports.
Required Skills & Qualifications:
* Proven leadership experience in an IT helpdesk or support team.
* Strong problem-solving, analytical, and communication skills.
* Experience with ITSM tools and CRM systems.
* Commitment to high-level customer service.
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