Help Desk Team Leader

Climb Recruitment are proud to be working with a leading company in the Sheffield area.

• Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues
• Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction
• Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution
• Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support
• Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations
• Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements
• Monitoring and analysing relevant business data
• Act as an escalation point for complex queries, and those needing urgent attention
• Identify and implement opportunities and areas for improvement
• Build effective relationships across the Group
• Follow and enforce procedures, such as H&S and HR

• Strong supervisory skills
• Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes
• Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration
• Knowledge of Citrix environments and the ability to support users in accessing their applications
• Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service
• Ability to communicate on a technical and non-technical level with different departments/management levels

• Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs)
• Effective management and resolution of tickets within predetermined time frames
• Successful mentoring and development of the helpdesk team
• Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness
• Monitoring and management of relevant budgets

• Experience in a helpdesk capacity, preferably in a manufacturing environment
• HNC or equivalent in Information Technology, Computer Science, or related field
• Experience in supervising a remote team
• Ability to travel as required for site visits
• 5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position
• Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes