Helpdesk Team Leader

I’m excited to be representing my client, a market leader in the engineering industry, as they look to recruit a proactive and experienced Helpdesk Team Leader. This is a fantastic opportunity to lead a dynamic helpdesk team, driving service excellence and operational efficiency across the business.

Main Purpose of the Role

To lead and manage the Helpdesk team of two in delivering exceptional customer service to internal and external clients. The Team Leader will oversee day-to-day operations, ensure SLA compliance, support field engineers, and act as the key escalation point for complex queries. This role is instrumental in maintaining high standards, mentoring staff, and fostering a culture of continuous improvement.

Job Details & Benefits

• Job Type: Full-time, Permanent
• Salary: £30,000 - £32,000 DOE
• Hours: Monday to Friday 08:30 - 17:00
• Holiday: 28 Days inclusive of bank holidays
• Free On-Site Parking
• Holiday Purchase Scheme
• Career Development Opportunities

Key Responsibilities

• Lead, coach, and develop a team of two Helpdesk Advisors to meet performance targets and service standards
• Monitor daily operations and ensure efficient handling of inbound calls and emails
• Act as the escalation point for complex queries and technical issues
• Oversee fault diagnosis and job allocation to engineers and managers
• Ensure all service level agreements (SLAs) are consistently met or exceeded
• Maintain high-quality documentation and reporting across all customer interactions
• Liaise with other departments to resolve issues and streamline workflows
• Conduct regular team meetings, performance reviews, and training sessions
• Drive continuous improvement initiatives and contribute to strategic planning
• Log and analyse customer feedback, complaints, and compliments to enhance service delivery

Role Requirements

• Proven experience in a Helpdesk or Customer Service leadership role within Security, Engineering, or Facilities Management
• Strong administrative and operational oversight skills
• Proficiency in IT systems (MS Office, Freshdesk or similar platforms)
• Excellent communication, problem-solving, and interpersonal skills
• Highly organised with the ability to manage multiple priorities under pressure