Technical Helpdesk Team Leader (6 Month Contract)

With 30 years of industry expertise, Apogee supports organisations of all sizes and sectors by streamlining their IT needs through a single point of contact. As an independent subsidiary of HP Inc, we have the advantage of being part of one of the world’s leading technology companies, with instant access to the latest innovation all supported by our market leading service operations. Our core values - Integrity, Passion, Courtesy & Respect, Inclusivity, Knowledge, People, and Flexibility - shape our culture and guide our actions. We prioritise ethical business practices, fostering relationships and promoting diversity and inclusion.

We are looking for inspiring and pioneering individuals, who want to make a difference in their careers as well as in the world around them. We are proud of all our employees, who are at the heart of what we do. If you become part of our journey, everything is possible, and the opportunities are endless. At Apogee Corporation, we believe that true innovation flourishes when everyone is free to be their authentic selves. As an Equal Opportunity Employer, we are committed to creating an inclusive environment where every unique perspective is valued and celebrated.

Job Summary

We are seeking a forward-thinking and logical individual to lead our Level 1 Technical Helpdesk Team. You will manage and mentor technicians, ensuring timely remote resolution of hardware, IT, and software faults. Your role will focus on maintaining service levels, exceeding KPIs, and placing the customer experience at the forefront of our operations.

Key Responsibilities:

• Oversee the day-to-day operations of the Level 1 Technical Helpdesk Team.
• Drive team performance through relevant training programs and mentorship.
• Develop and adhere to processes aligned with core business functions.
• Motivate the team to achieve high service standards and exceed KPI targets.
• Manage complaints, client feedback, and contribute to overarching projects.
• Liaise with internal stakeholders, including senior management and account teams.
• Ensure continuous service improvement and industry best practices.
• Attend meetings to promote the team's achievements and department initiatives.
• Conduct regular one-on-one meetings to foster technician growth and development.
• Manage ticket prioritisation and monitor team performance through engagement and development metrics.
• Produce accurate performance reports to drive continuous improvement.

Experience and Skills Required:

• Management experience in a client-focused helpdesk environment.
• Excellent interpersonal, time management, and organisational skills.
• Ability to analyse data and drive performance improvements.
• Solid knowledge of IT Helpdesk functions and ticketing lifecycle.
• Advanced print and/or IT skills; experience with solutions like Papercut, Equitrac, etc., is a plus.
• Working knowledge of ticketing systems; ITILv4 Foundation certification preferred.

Benefits:

• Flexible working options
• 33 days holiday including bank holidays
• Holiday purchase scheme
• Enhanced family friendly benefits (maternity, adoption, paternity and IVF)
• 2 paid days off per year for voluntary work to support our local communities
• Staff Reward Scheme
• Pension scheme
• Life assurance 4 x salary
• Sponsorship for professional development and memberships
• Employee Assistance Programme, including access to a virtual GP and financial wellbeing support
• Mental health first aider support programme
• Cycle2work scheme
• Discounted Gym Membership
• Eye care voucher scheme
• Free flu vaccinations
• Employee social events and recognition activities throughout the year
• HP Employee discount programmes
• Mobile phone discounts

We are a Disability Confident Committed Employer. Please take the time to look at our excellent Glassdoor and Trustpilot reviews. We have been awarded “Customer Experience Foundation Membership” showing our commitment to excellent customer service. Apogee Corporation is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We welcome all applicants and are open to considering flexible working options.