Helpdesk Team Leader

**Job Title**: Helpdesk Team Leader

**Location**: Swansea, Wales

**Salary**: £35'000 Per Annum

**Our Values**

Our values reflect us all and they’re at the heart of everything we do. They set out our culture, the way we behave, and the way we do things. Our colleagues are passionate, kind, and resilient, and they go the extra mile for the people we support and each other. We have this expectation of all our colleagues. As a leader, you’ll show your team our values in action and inspire and motivate them to do the same.

**Role Overview**

Reporting to the Helpdesk Manager, you manage a team of 1st line Helpdesk Analysts who provide excellent IT customer service, ensuring service levels are maintained to the highest standards. You provide technical guidance and act as an escalation point for your team when resolving issues and challenges. You drive innovation within the team whilst ensuring processes and procedures are adhered to.

**Your Responsibilities**

**1st Line Support**
- Oversee the daily operations of the helpdesk team, ensuring timely and effective resolution of user issues.
- Generate regular reports on support activities, team performance, and other IT-related metrics.
- Ensure that incidents are logged, prioritised, and resolved according to SLAs.
- Conduct root cause analysis for recurring issues and implement corrective actions.
- Coordinate with technical teams and other stakeholders to resolve complex issues.
- Collaborate with business stakeholders to understand their IT support needs and expectations.
- Communicate regularly with stakeholders to provide updates on support activities and gather feedback.
- Ensure alignment between user requirements and support team efforts.
- Identify opportunities for improving support processes and implement solutions to enhance team efficiency and service quality.
- Maintain accurate and comprehensive documentation of support processes, procedures, and issue resolutions.
- Ensure documentation is up-to-date and accessible to relevant stakeholders.

**Team Leadership**
- Plan, manage, and review team activities ensuring that appropriate staff and other resources are available and used in an efficient and effective way, and that a quality service is provided.
- Take ownership of the area you manage and drive the team forward in line with business strategy.
- Delegate work appropriately and effectively whilst maintaining ownership and responsibility.
- Be an escalation point for quality matters raised by your team.
- Lead, mentor, and motivate a team of helpdesk support analysts.
- Conduct performance reviews, provide feedback, and set development goals for team members.
- Organise regular team meetings to ensure effective communication and collaboration.
- Foster a culture of continuous learning and development within the support team.
- Ensure succession plans are maintained for all team members and that sufficient training and tools are available to enable stand-in cover to be implemented easily.

**The Main Skills and Experience for This Role**

**Essential**
- Excellent leadership and team management skills.
- Strong problem-solving and analytical abilities.
- Proficiency in using support ticketing systems and ITSM tools.
- Good knowledge of Windows operating systems.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and work effectively under pressure.
- Strong understanding of ITIL processes and best practices.

**Desirable**
- Previous experience working in the care sector.
- Knowledge of common operating systems (macOS, iOS, Android).
- Related qualification/certification (Microsoft, Cisco, CompTIA A+ etc.).
- HRIS
- Recruitment
- Workforce Management
- Care Planning

**How we will support you**

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay, 25 days of annual leave + bank holidays and pension.

Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too

**Industry-Leading Recognition**
- Colleague lotto - giving everyone the opportunity to win great cash prizes
- Prize winning scratch cards aligned with values in action
- We recognise our colleagues who go above and beyond - our ‘Heroes’ are nominated by colleagues for quarterly and annual awards
- Loyalty Scheme - recognising colleagues at work anniversaries
- Your birthday off after a years service

**Social Wellbeing**
- Award-winning App for news and info
- Internal social media
- Team communities

**Financial Wellbeing**
- Discounts include high street, supermarkets, flash sales, gym memberships and more
- Blue Light discount programme, funded by us
- Salary Finance scheme for lower cost loans and to save for special occasions or rainy days
- Government mileage rates if you need to travel

**Emotional Wellbeing**
- Free confidential Employee Assistance Programme with qualified counsellors
- Free wellbeing App
- Practical advice