Job Description

Job Purpose

To lead and manage the IT Helpdesk team, ensuring the delivery of high-quality technical support services to internal users. The role involves overseeing day-to-day operations, improving service levels, managing escalations, and driving continuous improvement in support processes.

Key Responsibilities

Team Leadership & Management

+ Supervise and mentor Helpdesk staff, including recruitment, training, and performance reviews. + Allocate tasks and manage workloads to ensure timely resolution of support tickets.
+ Foster a customer-focused culture within the team.

Service Delivery

+ Ensure SLAs and KPIs are met or exceeded. + Monitor ticket queues and prioritise incidents and requests effectively.
+ Manage escalations and complex technical issues.

Process Improvement

+ Develop and implement helpdesk procedures and best practices. + Identify recurring issues and recommend long-term solutions.
+ Maintain and improve documentation and knowledge base articles.

Stakeholder Engagement

+ Act as the primary point of contact for IT support-related queries from other departments. + Communicate effectively with users at all levels of technical understanding.
+ Provide regular reports and insights to senior IT leadership.

Technical Oversight

+ Maintain a working knowledge of core systems, applications, and infrastructure. + Support the rollout of new technologies and upgrades.
+ Ensure compliance with IT policies, including security and data protection.

Person Specification

Essential Skills & Experience

Proven experience managing an IT Helpdesk or Service Desk team. Strong understanding of ITIL principles and service management. Excellent troubleshooting and problem-solving skills. Experience with ticketing systems (e.g., HALO,ServiceNow, Freshservice, Zendesk). Strong communication and interpersonal skills.

Desirable

Experience in Microsoft 365, Active Directory, Windows OS, and remote support tools. Familiarity with cybersecurity principles and data protection regulations (e.g., GDPR).

Qualifications

Degree or equivalent in IT, Computer Science, or related field. Relevant professional certifications (e.g., CompTIA, Microsoft, ITIL).

Working Conditions

Office-based * May require occasional out-of-hours support or on-call duties.