Help Desk Team Lead

Company Overview:

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

The Role:

The position of Helpdesk Team Lead (Change Team) is an office-based role at the FluidOne Brighton branch, known internally as Small Projects Team Lead, is responsible for the day-to-day coordination and leadership of the Small Projects Team. The Team Lead ensures efficient service delivery, high-quality customer experience, and operational excellence within the framework of ITIL and ISO:9001/27001 best practices. This role requires a proactive leader with strong organisational and people management skills, capable of driving team performance and supporting business objectives

Key Responsibilities:

Team Leadership & Management

• Coordinate and oversee the workload of the Small Projects Team, ensuring effective assignment and completion of service and change requests.
• Conduct regular 1-2-1s with team members, providing coaching, feedback, and support for professional development.
• Monitor team performance, including time logging and service request progress, and provide real-time feedback to address issues promptly.
• Induct new team members and support ongoing training and development plans tailored to individual skillsets.
• Maintain the team rota, authorise holidays, and ensure adequate cover at all times.
• Analyse individual capabilities to balance workloads and prevent team members from being overwhelmed.

Operational Excellence

• Review incoming requests to determine chargeability and contract coverage.
• Ensure customers are kept informed on the progress of installations and service requests.
• Monitor the Service Desk Management Dashboard for SLA adherence and timely updates, reallocating resources as necessary.
• Review requests held for QA, highlight issues, and support engineers in resolving them.
• Organise onsite visits for customers as required.

Communication & Collaboration

• Answer incoming customer service calls as needed and respond to team queries via Microsoft Teams, 3CX, or in person.
• Participate in weekly Service Review Meetings with the Technical Services management team.
• Support the Escalation and Helpdesk Team Leads with cover for holidays or sickness.
• Assist the Service Desk Manager with disciplinary and grievance management as required.

Compliance & Best Practice

• Ensure all team activities align with ITIL processes and ISO:9001/27001 standards.
• Uphold the FluidOne business goals and contribute to continuous improvement initiatives.

Continuous Improvement

• Regularly review and update processes and documentation to ensure they are efficient, clear, and aligned with long-term goals
• Proactively review processes to remove inefficiencies and add automation where possible
• Act as a point of hand over on projects to ensure documentation and process is updated

Support & Development

The Small Projects Team Lead is supported by the Technical Services team, with escalation routes to the Operations Manager or Service Desk Manager. The role includes a personalised training plan and regular mentoring sessions.

Added Value Experience (Desirable but not essential)

• Experience in IT service delivery or project coordination.
• Familiarity with ITIL, ISO:9001, and ISO:27001 frameworks.
• Strong communication and organisational skills.
• Previous leadership or mentoring experience within a technical team.

Benefits after probationary period:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Discount platform
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme