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Helpdesk Team Lead

2 months ago

Bretton Cambridgeshire, United Kingdom Pathfinder - IT Recruitment Full time £35,000
Helpdesk Support Manager Opportunity

This is an exciting chance to lead a high-performing Helpdesk team in a growing technology firm based in the UK.

As Helpdesk Support Manager, you will be responsible for ensuring outstanding customer support while fostering a collaborative and motivated team environment.

You will lead and manage the Helpdesk team, ensuring they have the necessary resources and support. Key responsibilities for this Helpdesk Manager position include recruitment, training, performance management, task prioritisation, and client communications.

You will also ensure compliance with company policies, including GDPR, and be the key point of contact for escalated issues and out-of-hours support.

Requirements
  • Strong background as a Helpdesk Manager or Support Manager with leadership and team management/leading experience.
  • Excellent ability to manage complex client interactions professionally via phone, email, and video.
  • Experience in recruitment, training, and mentoring staff to foster team growth and performance.
  • Proficient in using tools to monitor and manage team performance, including ticketing systems.
  • Strong understanding of GDPR and other relevant regulatory standards.
  • Experience with Power BI for reporting and database management.
  • Familiarity with Helpdesk software, ticketing systems, and performance measurement tools.

If you're a proactive leader who thrives in a fast-paced environment and is passionate about service excellence, we want to hear from you.