At a Glance
- Tasks: Lead and support a team of Helpdesk Administrators while managing daily operations.
- Company: Join a dynamic company that values people management and service excellence.
- Benefits: Competitive salary, performance benefits, and ongoing professional development.
- Other info: Collaborative culture with opportunities for career growth and leadership training.
- Why this job: Step into a leadership role and make a real impact in a supportive environment.
- Qualifications: Experience in helpdesk environments and strong people management skills.
The predicted salary is between 33750 - 41250 £ per year.
Are you an experienced Helpdesk Administrator or Senior Administrator ready to take the next step into team leadership? We are seeking a proactive, highly organised Helpdesk Team Leader to manage and support a small team of Helpdesk Administrators. In this role, you will be the bridge between day-to-day operations and team guidance—ensuring incoming queries, tickets, and work orders are handled efficiently while fostering a supportive, productive team environment. We value your people management skills, operational drive, and commitment to service excellence above all else.
KEY RESPONSIBILITIES
- Team Supervision: Manage, mentor, and support a small team of Helpdesk Administrators, providing daily guidance, workload prioritisation, and performance support.
- Service Delivery & SLAs: Oversee the day-to-day triage of helpdesk queries, calls, and tickets, ensuring work is allocated fairly and resolved within target SLAs.
- Quality & Process Control: Monitor helpdesk response quality, maintain accurate system logging, and refine workflow processes to improve efficiency.
- Escalation Management: Act as the first point of escalation for complex inquiries or challenging customer calls, resolving issues professionally and constructively.
- Reporting: Track team KPIs, call/ticket volumes, and response times, delivering clear updates to management.
ABOUT YOU
- Helpdesk Background: Proven experience working within a helpdesk, service desk, or high-volume administrative customer service environment (any industry).
- Leadership Capability: Experience as a Senior Administrator, Lead Coordinator, or Step-Up Supervisor looking for a dedicated people management role.
- People Skills: Natural communicator with a warm, encouraging leadership style and the ability to motivate a small team.
- Organisational Excellence: Ability to multi-task under pressure, prioritise team workloads, and maintain high standards of detail.
- Tech-Savvy: Comfortable navigating helpdesk ticketing systems, CAFM software, or CRM platforms alongside MS Office (Excel, Teams, Outlook).
WHAT WE OFFER
- Competitive salary and performance benefits package.
- Ongoing professional development and leadership training.
- Supportive, collaborative working environment.
If you have senior admin experience and are looking for that next step, apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation.
Helpdesk Team Leader in Cramlington employer: Branta Recruitment Ltd
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