Help Desk Team Leader

Help Desk Team LeaderSheffield - Fully Site-Based - Up to £40,000

Are you an experienced IT professional ready to step into a hands-on leadership role within a fast-paced office and manufacturing environment? This is a fantastic opportunity to lead a growing IT Helpdesk team for a well-established business based in Sheffield, offering a salary of up to £40,000 and the chance to make a real operational impact.

As Help Desk Team Leader, you will take ownership of the day-to-day performance of the IT Helpdesk function, ensuring exceptional service levels, driving continuous improvement, and acting as the key escalation point for complex technical issues.

The RoleYou will be responsible for supervising and motivating the Helpdesk team while remaining technically hands-on.

Key responsibilities include:

• Overseeing ticket resolution from initial logging through to full resolution, ensuring excellent customer satisfaction
• Acting as the escalation point for urgent and complex technical issues
• Supporting users across Windows 10/11 environments, basic networking and Citrix-based applications
• Managing IT service delivery through Jira, including ticketing and small project workflows
• Leading and developing the Helpdesk team through coaching, mentoring and performance management
• Identifying areas for improvement and implementing best practice ITSM processes
• Monitoring business data, service performance, and relevant budgets

This is a role for a confident, people-focused technical leader who enjoys being hands-on while developing others.

You will ideally have:

• Demonstrable experience in IT support or Helpdesk roles, with experience in a supervisory or team lead capacity
• Experience working in a manufacturing or industrial environment
• Strong troubleshooting expertise across Windows 10 & 11, basic networks and ITSM processes
• Working knowledge of Jira and Google Workspace
• Experience supporting Citrix environments
• Excellent communication skills with the ability to engage at both technical and non-technical levels
• Experience supervising remote teams
• Flexibility to travel for occasional site visits

If you’re ready to lead from the front and take ownership of a critical IT function within a busy, real-world environment, this could be the perfect next step in your career.