Helpdesk Team Lead

About the Role

Our client is looking for a dynamic and experienced Helpdesk Team Lead to guide their support operations in Leeds . This leadership role involves overseeing the daily activities of the helpdesk team, ensuring high standards of service delivery, and acting as a key point of contact for escalated issues. You will be responsible for motivating your team, optimizing workflows, and contributing to the strategic direction of customer support. This fully remote position allows for flexibility while maintaining strong team cohesion and client responsiveness, ensuring that support excellence is delivered regardless of physical location.

Key Responsibilities

• Lead, mentor, and manage a team of helpdesk support staff.
• Oversee ticket management, ensuring timely and effective resolution of customer issues.
• Develop and implement support procedures and best practices.
• Monitor team performance metrics and provide regular feedback and coaching.
• Act as an escalation point for complex technical and customer service issues.
• Collaborate with other departments to improve overall service delivery.

Requirements

• Previous experience in a Helpdesk Team Lead or supervisory role within IT support.
• Strong technical aptitude and understanding of IT infrastructure, networks, and software.
• Excellent leadership, communication, and problem-solving skills.
• Experience with helpdesk ticketing systems and performance monitoring tools.
• Ability to manage and motivate a remote team effectively.

Benefits

• Competitive salary and performance bonuses.
• Comprehensive benefits package including health insurance and retirement plans.
• Generous paid time off and sick leave.
• Opportunities for professional development and leadership training.
• The flexibility of a fully remote position with a supportive team environment.