At a Glance
- Tasks: Lead a dynamic Helpdesk team while tackling complex technical issues.
- Company: Global investment company with a focus on innovation and teamwork.
- Benefits: Competitive salary, bonus scheme, 25 days holiday, and health benefits.
- Other info: Exciting opportunity for career growth in a hybrid work environment.
- Why this job: Stay hands-on in tech while mentoring a passionate team.
- Qualifications: Experience in IT support, leadership, and finance sectors.
The predicted salary is between 36900 - 45100 £ per year.
We are seeking an experienced Helpdesk Team Lead to manage and develop a first line team for a global investment company.
This is a technically hands-on leadership role and would suit an experienced support analyst who enjoys mentoring and supporting teams.
The role is based at the company’s City office and will oversee the support of circa 300 users across offices in the UK and internationally.
The ideal candidate will have previously managed or supported with the implementation of a ticketing system and have worked in Finance, Banking or Insurance.
This will be a rewarding role for someone who has previously led a team but wants to remain technically hands-on.
Key responsibilities
- Manage a Helpdesk team, overseeing workload, priorities and performance
- Ensure tickets are appropriately prioritised and resolved within agreed SLAs
- Act as the escalation point for complex technical issues and user concerns
- Lead the configuration and rollout of the new ITSM platform
- Design ticket queues, categories, workflows, escalation processes and automation
- Develop service reporting, dashboards, KPIs, knowledge articles and procedures
- Drive adoption of the new platform and continuously improve service delivery
- Coach and develop team members, promoting excellent customer service standards
You will have
- Strong IT Helpdesk or IT Support experience.
- A background in Finance, Banking or Insurance
- Previous experience leading, supervising or mentoring IT support colleagues.
- Good knowledge of Microsoft 365, Entra ID and Windows desktop environments
- Experience with IT ticketing or ITSM platforms, ideally including implementing a ticketing system
- Knowledge of coordinating AV equipment.
- Excellent organisation, prioritisation and problem-solving skills
- Strong communication skills and a customer-focused approach
- Confidence managing escalations and working with stakeholders at all levels
This is an ideal opportunity for an experienced Helpdesk Lead who wants to remain hands on.
The position is offered with a salary of up to £55,0000 p. a. plus discretionary bonus scheme, 25 days holiday and health scheme.
Helpdesk Team Lead - Hybrid in London employer: Ashdown Group
Join a well-established global business in Surbiton, where you will thrive in a dynamic work culture that values innovation and collaboration. With hybrid working options, fully subsidised dining and fitness facilities, and ample opportunities for professional growth, this role as an IT Project Manager offers a rewarding environment for those looking to make a meaningful impact in the digital landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Lead - Hybrid in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ashdown Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ashdown Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Team Lead - Hybrid in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ashdown Group:Your cover letter is your chance to shine! Tell us why you want to work at Ashdown Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ashdown Group!
How to prepare for a job interview at Ashdown Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
