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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.
- 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 tech.
- 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 in Sheffield employer: Gripple
Contact Detail:
Gripple Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Team Leaderr in Sheffield
✨Tip Number 1
Get to know the company culture before your interview. Check out Gripple's website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your problem-solving skills! Since the role involves tackling complex challenges, think of examples from your past experiences where you've successfully resolved issues. Be ready to share these during your interview to demonstrate your capabilities.
✨Tip Number 3
Don’t just sit back and wait for the interview; reach out to current employees on LinkedIn. Ask them about their experiences at Gripple and any tips they might have. This can give you insider knowledge and make a great impression!
✨Tip Number 4
When you apply, do it through our website! It shows you're serious about the position and gives you a better chance of being noticed. Plus, it’s super easy to navigate and keeps everything in one place.
We think you need these skills to ace IT Helpdesk Team Leaderr in Sheffield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Helpdesk Team Leader role. Highlight your leadership experience, problem-solving skills, and any relevant technical expertise to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about technology and how your leadership style aligns with our values at Gripple. Keep it engaging and personal—let your personality come through!
Showcase Your Problem-Solving Skills: In your application, don’t just list your skills—give us examples of how you've tackled complex challenges in the past. We love seeing real-life scenarios where you’ve made a difference, so share those stories!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing candidates who take that extra step!
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 troubleshooting techniques. Be ready to discuss specific scenarios where you've solved complex issues or led a team through a challenging situation.
✨Showcase Your Leadership Skills
This role is all about leading a high-performing team. Prepare examples of how you've motivated and developed team members in the past. Think about your approach to one-on-ones and performance reviews, and be ready to share how you foster a positive, customer-focused environment.
✨Understand Their Business
Gripple is all about innovation and employee ownership. Research their products and values, and think about how your experience aligns with their mission. Being able to articulate why you want to work for them and how you can contribute will set you apart from other candidates.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and decision-making skills. Prepare for scenarios where you might need to handle major incidents or manage competing deadlines. Practise articulating your thought process clearly and logically, as this will showcase your analytical skills.