Job Description
IT Helpdesk Team Leader
Sheffield
Up to £40,000 + 15% Pension
Your new role
Working with the 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.
Responsibilities
Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs
Acting as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution
Line managing and developing first line support technicians through regular one-to-ones, coaching and performance reviews
Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity
Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures
Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working
Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes
Planning resource levels to ensure service desk is adequately staffed
Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities
Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality
Ensuring team members have clear development plans and access to relevant training to support their growth and progression
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.
Experience needed
Strong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune
Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices
Confident in user and access management across core business systems, including Dynamics 365 and ERP platforms
Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data
Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams
Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)
Windows Server Administration
Exposure to macOS
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