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Helpdesk Team Leader

4 months ago

London, United Kingdom Centre People Appointments Ltd Full time

A highly successful IT and telecommunications services company based in central London seek a Helpdesk Team Leader.
You will lead and manage a small Helpdesk team and report to Line manager, carrying out a variety of technical and co-ordination tasks to meet customer requirements as the team leader and engineer at Helpdesk.
Someone who has experience as Team Leader / Sub-Leader in IT industry will be welcomed

**TYPE**: Contract, Full Time
**CNTRACT PERIOD**: ASAP to the end of Mar 2025
**WORKING DAYS**: 35 hours per week, Mon-Fri 8:00-16:00 / 9:00-17:00
**LOCATION**: Central London
**SALARY**: Up to £35,000

**Helpdesk Team Leader Main Responsibilities**:

- Communicating goals and deadlines to team members
- Planning workloads and delegating tasks, assisting with recruitment and training of employees, and overseeing the team's daily operations
- Performing customer service functions, including interacting with customers and answering questions
- Serving as the 1st and 2nd level contact at Helpdesk and assist end-users as their escalation point of contact
- Diagnosing and troubleshooting software and hardware issues remotely on computers, mobiles, and other IT infrastructure components
- Arranging the repairment and replacement of damaged computers, mobiles, and other IT infrastructure components
- Ensuring the security of client and server computers by installing and upgrading EPP/EDR/MDM/MAM/Other software
- Active Directory administration / Azure AD administration based on the procedure/instruction
- Public cloud-based server administration based on the procedure/instruction
- Queuing management with IT support ticket system
- Supporting people whenever they encounter challenges with computers and network devices
- Maintaining and updating technical documentation regularly
- Proof of concept testing new hardware and software before full-scale installation
- Temporary or long-term customer support at their office, if required
- Project and service delivery schedule management
- Careful consideration to ensure profitable systems and implementation
- Maintain secure operations and keep the environment tidy
- Periodical status report to line manager
- Cover early shifts as a part of team rota
- Travel over the world for business purposes as and when required
- Handle ad-hoc requests from line managers
- Team leader/Sub-leader in IT industry is preferred
- Wide knowledge and proficiency in PC software like Microsoft Windows 10/11/servers, MS Office and Antivirus software
- Proven IT project/support team management experience in Helpdesk or IT support or IT technician roles
- Associate degree or advanced apprenticeship in Computer Science or relevant disciplines is preferred
- MS fundamental or more than certification holder or corresponding skills holder are preferred
- In-depth knowledge and practical experience of PC hardware and OS(Windows and Mac)
- In-depth knowledge and practical experience of Mobiles (IOS and Android, MDM/MAM)
- In-depth knowledge of internet, network protocols and devices
- Basic knowledge of Microsoft 365 administration; practical experience with Active Directory is preferred
- Practical experience with Microsoft 365 administration is preferred
- Working knowledge of employer’s operations
- Leadership skills, outstanding communication skills, interpersonal skills and ability to resolve conflicts
- Excellent customer service skills; attention to details
- English proficiency business level

**All applicants must have the right to work in the UK as the Company is not able to offer visa support.**

**Job Types**: Full-time, Fixed term contract

**Salary**: Up to £35,000.00 per year

Schedule:

- Monday to Friday

Application question(s):

- Do you have experience working as IT helpdesk, IT Technician, IT Support, or IT project management?
- Do you have experience as a team lead / sub-leader?
- Do you have the right to live and work in the UK until at least Apr 2025?

Work Location: In person