Job Description

Unleash your potential. Change the game with Gripple.

Were on the hunt for an

IT Helpdesk Team Leader

to guide a high-performing support team, solve complex challenges, and keep our business running smoothly. If you thrive on leadership, fast problem-solving, and making technology work for people, this is your next move!

Why Gripple?

Were not just innovatorswere game-changers. Since 1989, Gripple has led the charge in wire joining and suspension systems. As a

100% employee-owned business

, we dont just hire talentwe invest in it.

Whats in it for you:

Share ownership

: Buy a stake in Gripple and the GLIDE group and share in our success

15% non-contributory pension

32 days holiday

, increasing with long service, plus quarterly 'thank you' days and your birthday off

Private healthcare

, family-focused policies, and exceptional benefits that support your wellbeing at every stage

World-class product training

, career development, and room to grow

The role:

Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global 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.

What you'll be doing:

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.

Who you are

:

A

positive

,

approachable

leader with a strong customer-focused mindset and a genuine commitment to delivering great service Able to manage your own workload

effectively

whilst setting clear expectations and good working practices across the front-line support team A natural

problem-solver

who takes a structured, logical approach to diagnosing issues and finding practical solutions Comfortable working both

independently

and

collaboratively

within a wider IT team A genuine interest in

technology

, with an

open

and

curious

approach to new tools, ways of working, and continuously learning

Key personal skills

Strong leader with the ability to motivate others and work effectively across the wider IT function Clear, confident communicator, comfortable handling users, stakeholders, and difficult conversations Proactive and self-driven, able to take initiative and see tasks through without close supervision Organised and resilient, able to prioritise team workloads and manage competing deadlines Analytical problem-solver with strong troubleshooting skills and a drive for continuous improvement

Key technical skills

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

###

Desirable technical skills (not essential)

Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration) Windows Server Administration

Exposure to macOS

###

Desirable certifications (not essential)

CompTIA A+ CompTIA Network+ ITIL 4 Foundation Certification Microsoft 365 Certified: AZ-900, MS-900

The Gripple Spirit

Our values fun, integrity, passion, entrepreneurship, teamwork, innovation arent just words on a wall. They shape everything we do. Join us, and youll experience:


true

work-life balance

an inclusive and caring workplace where your ideas matter, and your impact is felt globally

Take a closer look:

Learn more about who we are and how were changing the game: https://www.gripple.com/about-gripple

Take a tour of our head office at the historic Old West Gun Works in Sheffield, South Yorkshire here

Closing date 2

nd

February 2026.

Bring your ambition. Well bring the opportunity.

Join a team where everyone belongs

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply. Whilst not mandatory, your completion of the applicant ethnic monitoring form will help us monitor and encourage equality and diversity. The information you provide will be anonymous and kept both confidential and separate to your application.