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- Tasks: Lead a helpdesk team to resolve IT issues and enhance customer satisfaction.
- Company: Join a leading company in Sheffield with a focus on innovation.
- Benefits: Competitive salary, career development, and a supportive work environment.
- Why this job: Make a real impact by leading a team and improving IT services.
- Qualifications: 5+ years in IT support, supervisory experience, and strong problem-solving skills.
- Other info: Opportunity for growth in a dynamic and collaborative setting.
The predicted salary is between 36000 - 60000 £ per year.
Climb Recruitment are proud to be working with a leading company in the Sheffield area.
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.
Help Desk Team Leader in Sheffield employer: Climb Recruitment Ltd
Contact Detail:
Climb Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Team Leader in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who might know about opportunities at companies like the one you're eyeing. A friendly chat can sometimes lead to a referral, which is golden!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples from your past experiences that showcase your problem-solving abilities and supervisory skills. We want you to shine!
✨Tip Number 3
Showcase your knowledge of tools like Jira and Citrix during interviews. Be ready to discuss how you've used these in previous roles to manage tickets and support users. It’ll show you’re not just a fit, but a perfect fit!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing familiar faces from our community. Let’s get you that Help Desk Team Leader role!
We think you need these skills to ace Help Desk Team Leader in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Help Desk Team Leader role. Highlight your supervisory experience and technical expertise, especially in Windows troubleshooting and ITSM processes.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've successfully managed helpdesk teams and resolved complex issues in the past.
Showcase Your Problem-Solving Skills: In your application, emphasise your problem-solving abilities. We want to see how you approach challenges, particularly in troubleshooting and managing customer expectations.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Climb Recruitment Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10 and 11 troubleshooting, as well as basic network issues. Be ready to discuss specific examples of how you've resolved similar problems in the past. This will show that you’re not just familiar with the tech but can also apply your skills effectively.
✨Show Off Your Supervisory Skills
Since this role involves leading a helpdesk team, be prepared to share your experiences in managing and mentoring others. Think of specific situations where you’ve successfully guided your team through challenges or improved their performance. This will demonstrate your leadership capabilities.
✨Familiarise Yourself with Jira
As the job requires proficiency in using Jira for IT service management, it’s crucial to understand its functionalities. If you have experience with it, be ready to discuss how you’ve used Jira to manage tickets and projects effectively. If not, do a bit of research to get a grasp of its features.
✨Communicate Clearly and Confidently
You’ll need to interact with both technical and non-technical staff, so practice explaining complex concepts in simple terms. During the interview, focus on clear communication and active listening. This will highlight your exceptional interpersonal skills and ability to manage expectations.
