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- Tasks: Lead a dynamic IT helpdesk team and solve tech challenges daily.
- Company: Join Gripple, a 100% employee-owned innovator in technology since 1989.
- Benefits: Enjoy share ownership, generous holidays, private healthcare, and career development.
- Other info: Diverse and inclusive workplace that values every team member.
- Why this job: Make a real impact while growing your leadership skills in a supportive environment.
- Qualifications: Strong leadership and problem-solving skills with IT support experience.
The predicted salary is between 40000 - 50000 £ per year.
Unleash your potential. Change the game with Gripple. We’re on the lookout for an IT Helpdesk Team Leader to guide a high-performing support team, solve complex challenges, and keep our business running smoothly. If you thrive on leadership, fast problem-solving, and making technology work for people, this is your next move!
Why Gripple? We’re not just innovators—we’re game-changers. Since 1989, Gripple has led the charge in wire joining and suspension systems. As a 100% employee-owned business, we don’t just hire talent—we invest in it.
What’s in it for you:
- Share ownership: Buy a stake in Gripple and the GLIDE group and share in our success
- 15% non-contributory pension
- 32 days’ holiday, increasing with long service, plus quarterly 'thank you' days and your birthday off
- Private healthcare, family-focused policies, and exceptional benefits that support your wellbeing at every stage
- World-class product training, career development, and room to grow
The role: Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT-related issues.
What you'll be doing:
- Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs
- Acting as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution
- Line managing and developing first line support technicians through regular one-to-ones, coaching and performance reviews
- Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity
- Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures
- Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working
- Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes
- Planning resource levels to ensure service desk is adequately staffed
- Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities
- Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality
- Ensuring team members have clear development plans and access to relevant training to support their growth and progression
- Performing hardware upgrades, repairs and component replacements on desktops, laptops and printers.
Who you are:
- A positive, approachable leader with a strong customer-focused mindset and a genuine commitment to delivering great service
- Able to manage your own workload effectively whilst setting clear expectations and good working practices across the front-line support team
- A natural problem-solver who takes a structured, logical approach to diagnosing issues and finding practical solutions
- Comfortable working both independently and collaboratively within a wider IT team
- A genuine interest in technology, with an open and curious approach to new tools, ways of working, and continuously learning
Key personal skills:
- Strong leader with the ability to motivate others and work effectively across the wider IT function
- Clear, confident communicator, comfortable handling users, stakeholders, and difficult conversations
- Proactive and self-driven, able to take initiative and see tasks through without close supervision
- Organised and resilient, able to prioritise team workloads and manage competing deadlines
- Analytical problem-solver with strong troubleshooting skills and a drive for continuous improvement
Key technical skills:
- Strong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune
- Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices
- Confident in user and access management across core business systems, including Dynamics 365 and ERP platforms
- Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data
- Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams
Desirable technical skills (not essential):
- Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)
- Windows Server Administration
- Exposure to macOS
Desirable certifications (not essential):
- CompTIA A+
- CompTIA Network+
- ITIL 4 Foundation Certification
- Microsoft 365 Certified: AZ-900, MS-900
Join a team where everyone belongs. We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply.
IT Helpdesk Team Leaderr employer: Gripple
Contact Detail:
Gripple Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Team Leaderr
✨Tip Number 1
Get your networking game on! Reach out to current employees at Gripple on LinkedIn or other platforms. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research Gripple’s values and recent projects. Show them you’re not just another candidate; you’re genuinely interested in being part of their innovative team.
✨Tip Number 3
Practice your problem-solving skills! Since the role involves tackling complex challenges, think of examples from your past where you’ve successfully resolved issues. Be ready to share these during your interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Gripple family.
We think you need these skills to ace IT Helpdesk Team Leaderr
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Helpdesk Team Leader role. Highlight your leadership experience, problem-solving skills, and any relevant technical expertise. We want to see how you can change the game with us!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you're the perfect fit for our team. Don’t forget to mention how you can help us keep things running smoothly.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead a team and improve service quality. Use numbers and examples to show how you've made a difference in previous positions.
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’re considered for this exciting opportunity. Plus, it shows you’re keen to join our innovative team!
How to prepare for a job interview at Gripple
✨Know Your Tech Inside Out
As an IT Helpdesk Team Leader, you’ll need to demonstrate your technical prowess. Brush up on your knowledge of Microsoft 365, Windows 11, and any other relevant technologies mentioned in the job description. Be ready to discuss how you've solved complex issues in the past and how you can apply that experience at Gripple.
✨Showcase Your Leadership Skills
This role is all about leading a team, so be prepared to share examples of how you've motivated and developed others. Think about specific instances where you’ve successfully managed a team or improved service delivery. Highlight your approach to coaching and performance reviews, as this will resonate well with the interviewers.
✨Emphasise Customer Service Excellence
Gripple values a strong customer-focused mindset. Prepare to discuss how you ensure high-quality customer service and keep user experience at the forefront of your team's activities. Share stories that illustrate your commitment to resolving user issues effectively and maintaining clear communication during incidents.
✨Be Ready for Problem-Solving Scenarios
Expect to face some hypothetical problem-solving scenarios during your interview. Practice articulating your structured approach to diagnosing issues and finding practical solutions. This will not only showcase your analytical skills but also demonstrate your ability to think on your feet, which is crucial for this role.