Helpdesk Team Lead

4 days ago


Sheffield, Sheffield, United Kingdom Doncaster College Full time
Job Title: Helpdesk Team Lead

The estimated salary for this role is £25,000 - £35,000 per annum.

At Doncaster College, we are seeking a highly skilled and experienced Helpdesk Team Lead to join our Estates department. The successful candidate will be responsible for managing the helpdesk operations, ensuring efficient and effective support for all estates-related queries and issues.

**Scope and Purpose of the Role:**

The Helpdesk Team Lead will oversee the day-to-day operations of the Estates helpdesk, providing leadership and guidance to the helpdesk team. This role is pivotal in ensuring that all helpdesk requests are handled promptly and professionally, contributing to the smooth operation of our facilities.

Key Responsibilities:

  • Manage and coordinate the helpdesk team, ensuring high standards of customer service.
  • Oversee the logging, tracking, and resolution of helpdesk tickets.
  • Liaise with other departments to ensure timely resolution of issues.
  • Provide training and support to helpdesk staff.
  • Monitor helpdesk performance and implement improvements as necessary.
  • Prepare regular reports on helpdesk activities and performance.
  • Ensure compliance with health and safety regulations and policies.

Essential Criteria:

  • GCSE Maths / English Grade C/4 or higher.
  • Proven experience in a helpdesk or customer service role, preferably within an estates or facilities management environment.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Ability to prioritise tasks and manage time effectively.
  • Proficiency in using helpdesk software and other relevant IT systems.
  • Strong problem-solving skills and attention to detail.
  • Knowledge of health and safety regulations.

We value diversity and welcome applications from candidates who share our commitment to transforming lives through learning.



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