Helpdesk Team Leader
- Hiring Organisation
- Circle Group
- Location
- Windsor, Berkshire, South East, United Kingdom
- Employment Type
- Permanent
- Salary
- £45,000
Helpdesk operations, team performance, and technical escalations. Leading, mentoring, and developing an 8-engineer team (Helpdesk + Field). Overseeing ticket queues, SLAs, KPIs, and ensuring consistently high customer service. Acting as the senior escalation point and working alongside Tier 3 engineers. Owning the PSA system (Halo): workflows, automation … reporting, and best-practice ticket management. Running 1-1s, PDPs, performance reviews, and driving continuous improvement. Coordinating Field Engineer schedules and ensuring smooth onsite support operations. Supporting project delivery including: Microsoft 365 migrations Azure deployments Infrastructure refreshes Backup & DR improvements Maintaining ISO-aligned documentation and driving process maturity. ...