Helpdesk Team Lead - Hybrid
We are seeking an experienced Helpdesk Team Lead to manage and develop a first line team for a global investment company. This is a technically hands-on leadership role and would suit an experienced support analyst who enjoys mentoring and supporting teams. The role is based at the company’s City office and will oversee the support of circa 300 users across offices in the UK and internationally.
The ideal candidate will have previously managed or supported with the implementation of a ticketing system and have worked in Finance, Banking or Insurance. This will be a rewarding role for someone who has previously led a team but wants to remain technically hands-on.
Key responsibilities:
- Manage a Helpdesk team, overseeing workload, priorities and performance
- Ensure tickets are appropriately prioritised and resolved within agreed SLAs
- Act as the escalation point for complex technical issues and user concerns
- Lead the configuration and rollout of the new ITSM platform
- Design ticket queues, categories, workflows, escalation processes and automation
- Develop service reporting, dashboards, KPIs, knowledge articles and procedures
- Drive adoption of the new platform and continuously improve service delivery
- Coach and develop team members, promoting excellent customer service standards
You will have:
- Strong IT Helpdesk or IT Support experience. A background in Finance, Banking or Insurance
- Previous experience leading, supervising or mentoring IT support colleagues.
- Good knowledge of Microsoft 365, Entra ID and Windows desktop environments
- Experience with IT ticketing or ITSM platforms, ideally including implementing a ticketing system
- Knowledge of coordinating AV equipment.
- Excellent organisation, prioritisation and problem-solving skills
- Strong communication skills and a customer-focused approach
- Confidence managing escalations and working with stakeholders at all levels
This is an ideal opportunity for an experienced Helpdesk Lead who wants to remain hands on. The position is offered with a salary of up to £60,000 p.a. plus discretionary bonus scheme, 25 days holiday and health scheme.