Job Description

About Primary Technologies (S.E.) Ltd:

The company was formed in 2011 and offers a diverse range of services and products primarily to education. Our consultants and technicians pride themselves on providing the very best personal service possible to schools in East Kent.

We design, supply, install, repair, maintain and configure IT systems to around 60 schools and businesses in the Kent area with our support personnel offering a friendly, personal service to provide a familiar face for your local IT support in East Kent.

Job Summary:

We are seeking an IT Helpdesk Team Leader that is responsible for overseeing the daily operations of the IT Helpdesk function, ensuring high-quality technical support is delivered to end users. This role combines hands-on technical expertise with leadership, coaching, and process improvement to maintain service levels, resolve escalated issues, and develop a high-performing support team.

Responsibilities:

Lead, Coach, and mentor IT Helpdesk staff to ensure consistent, high-quality service delivery Identify training needs and support ongoing professional development Oversee day to day helpdesk operations, allocating workloads, ensuring incidents and service requests are logged, prioritised and resolved in line with SLA's Act as the primary escalation point for complex or high-impact technical issues Ensure excellent customer service and user satisfaction Provide hands on support for hardware, software, network and application issues as required Identify opportunities to improve helpdesk processes, workflows and documentation Ensure helpdesk actively complies with IT policies, security standards and best practices.
Skills required:

Proven experience in an IT Helpdesk or Service Desk environment Previous experience in a leadership or supervisory role Excellent communication and customer service skills Relevant IT Certifications (eg. ITIL, COMPTIA A+/Network +, Microsoft Certifications) Proactive problem solver with a continuous improvement mindset
If you are passionate about delivering exceptional IT services and possess the required skills, we encourage you to apply for this exciting opportunity as an IT Helpldesk Team Leader

Hours to be discussed, school hours considered.

Salary based on hours and experience. (From 27,000 FTE)

Any appointment is subject to satisfactory recruitment checks, including an enhanced Disclosure and Barring Service (DBS) check. Two references are required prior to commencement of employment. We are an equal opportunities employer.

Please note that only qualified candidates will be contacted. Thank you for your interest in this position.

Job Types: Full-time, Permanent

Pay: From 27,000.00 per year

Benefits:

Company pension Free parking Health & wellbeing programme
Work Location: In person