Helpdesk Lead

Helpdesk Lead

We're looking for a proactive and customer-focused Helpdesk Lead to oversee a team of Helpdesk Advisors and ensure the delivery of an efficient, high-quality support service. The role is based on site in Birmingham.

Key Responsibilities

Lead, coach, and develop a team of Helpdesk Advisors.
Ensure requests and work orders are processed accurately and within service levels.
Monitor team performance, workload, and daily operational activity.
Manage team rotas to ensure adequate service coverage.
Build strong relationships with customers and stakeholders.
Analyse performance data and drive continuous improvement initiatives.
Support training, onboarding, and ongoing development of team members.
Ensure compliance with company policies, procedures, and health & safety requirements.

About You

Previous experience leading a helpdesk, customer service, or service desk team.
Strong people management and coaching skills.
Excellent communication and organisational abilities.
Customer-focused with a proactive, problem-solving mindset.
Comfortable managing KPIs and working in a fast-paced environment.
Proficient in Microsoft Office, particularly Excel and Word.

Experience with CAFM or service management systems is desirable.

What We Offer

Competitive salary and benefits package.

Career development and training opportunities.
Supportive and collaborative working environment.
Opportunity to make a real impact within a high-performing team