Help Desk Team Leader

Climb Recruitment are proud to be working with a leading company in the Sheffield area Role: Help Desk Team Leader Description: Duties and Responsibilities – Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues – Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction – Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution – Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support – Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations – Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements – Monitoring and analysing relevant business data – Act as an escalation point for complex queries, and those needing urgent attention – Identify and implement opportunities and areas for improvement – Build effective relationships across the Group – Follow and enforce procedures, such as H&S and HR Competencies – Strong supervisory skills – Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes – Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration – Knowledge of Citrix environments and the ability to support users in accessing their applications – Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service – Ability to communicate on a technical and non-technical level with different departments/management levels Accountabilities and Performance Measures – Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs) – Effective management and resolution of tickets within predetermined timeframes – Successful mentoring and development of the helpdesk team – Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness – Monitoring and management of relevant budgets Job Requirements/ Qualifications – Experience in a helpdesk capacity, preferably in a manufacturing environment – HNC or equivalent in Information Technology, Computer Science, or related field – Experience in supervising a remote team – Ability to travel as required for site visits – 5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position – Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes