Helpdesk Team Leader

4 weeks ago

Warrington, United Kingdom Nextech Group Ltd Full time

Position:
IT Manager

Location:
Warrington / Cheshire

Compensation:
Up to £40,000

Work Environment:
Fully Office based

Perks:
Mileage, Pension, Parking and 28 days Holiday

Overview:


Lead a vibrant technical support division within a Managed Service Provider (MSP), acting as the key escalation point for both clients and team members. Combine technical knowledge with leadership skills to enhance service delivery, foster employee growth, and optimize operational performance. Directly oversee employee evaluations, recruitment initiatives, SLA adherence, and continuous support schedules.

Core Responsibilities:

  • Uphold our clients' Quality Management system, ensuring compliance with procedures and maintaining high service standards.
  • Deliver both proactive and reactive technical assistance to our customer base, addressing issues swiftly and effectively.
  • Ensure uninterrupted coverage of the technical desk, managing schedules for continuous support.
  • Act as the primary technical escalation point for the support team, resolving intricate issues within set SLAs.
  • Drive training programs for yourself and the team, working alongside other management members for holistic development.
  • Guarantee comprehensive documentation and auditing of new client onboarding processes.
  • Oversee the procurement of software, tools, and equipment within budgetary limits for the technical teams.
  • Conduct annual performance reviews for all technical team members, nurturing a culture of growth and accountability.
  • Manage all facets of technical support staff administration, including recruitment, disciplinary measures, and performance objectives in collaboration with HR and the Managing Director.
  • Assist Account Managers in client evaluations, utilizing technical insights to strengthen customer relationships.

Qualifications:

  • Ideally MCP certified or possesses an equivalent current Microsoft qualification.
  • Holds a valid UK driving license.
  • Proven experience in a small to medium-sized business end-user environment.
  • Excellent interpersonal skills, capable of effective communication with stakeholders at all levels.
  • Proficient in delivering clear and concise reports and presentations.
  • Demonstrated ability to lead and develop a growing technical team effectively.


This position is ideal for a candidate aspiring to transition into senior management while remaining hands-on when necessary.

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