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.