IT Helpdesk Coordinator in Birmingham

The IT Helpdesk Coordinator is a newly created role within ITG's IT department, designed to bridge the gap between the technical helpdesk team and the wider business. This is not a technical support role. It is a coordination, administration, and communication role that requires someone who is exceptionally organised, proactive, and confident managing multiple workstreams simultaneously.

The successful candidate will take ownership of the non-technical operations that currently sit with our IT Helpdesk Technicians, freeing them to focus entirely on technical resolution work. You will act as the central point of coordination for hardware logistics, asset management, licence requests, procurement, and supplier communication across all ITG office locations.

A basic familiarity with IT environments, such as an understanding of software licensing, hardware assets, and common business applications, is desirable, but deep technical knowledge is not required. What matters most is your ability to coordinate effectively, communicate clearly, and keep multiple workstreams moving at once.

• Coordinate the collection and delivery of IT equipment for new starters and leavers within the UK, working closely with HR, line managers, and the individuals involved.
• Manage international equipment collections and deliveries for remote or overseas staff, ensuring shipping is arranged in a timely and cost-effective manner.
• Check and maintain device stock levels across multiple ITG office locations, reserving devices for incoming starters, hardware swaps, or other user requirements.
• Proactively monitor incoming leaver volumes to predict whether existing returned stock will meet upcoming starter demand.
• Administer ITG's Asset Management System (SnipeIT), including checking equipment in and out, maintaining accurate device statuses, and ensuring all hardware specifications and user assignments are fully up to date.
• Ensure the ITG asset register is consistently accurate and audit-ready, acting as the primary owner of asset data quality.
• Manage the equipment recycling process end to end: logging archived devices, liaising with the recycling vendor, and ensuring all activity aligns with ITG's IT recycling policies.
• Liaise with the ITG Procurement Team to initiate and progress hardware and peripheral orders when stock falls below minimum thresholds.
• Source and order equipment and peripherals via Amazon and other approved suppliers, tracking deliveries across all sites.
• Administer the company mobile management portal, assigning SIM cards to users as required and ensuring the mobile device register is kept fully accurate and current.
• Handle software licence and seat requests for various platforms, liaising with users to understand and document their business justification.
• When a device requires repair, contact approved repair vendors to obtain competitive quotes, track progress, and update the relevant ticket with timely and accurate status updates.
• Regularly review the helpdesk ticket queue to identify tasks that fall within the administrative or coordination remit of this role.
• Maintain clear and professional communication with end users, HR, line managers, and other stakeholders throughout the lifecycle of any request or task.

• Outstanding organisational skills, with the ability to manage multiple concurrent workstreams.
• Strong coordination and communication abilities, including confident liaison with internal teams and external suppliers.
• Proactive and self-motivated approach; comfortable identifying work that needs doing and acting on it without being directed.
• High attention to detail, as accuracy is critical when maintaining asset registers, licence records, and procurement logs.
• Strong written communication skills, including the ability to produce clear emails, status updates, and documentation.
• A collaborative and approachable manner, with the ability to work effectively as part of a close-knit IT team.
• Ability to manage and prioritise a varied workload in a fast-paced environment.
• Proficient with standard business software including Microsoft 365.
• Basic familiarity with IT concepts such as hardware asset management, software licensing, and procurement is expected.

• Prior experience in an IT administration, IT coordination, or IT helpdesk support role.
• Familiarity with asset management systems such as SnipeIT or similar ITAM tools.
• Experience using helpdesk ticketing platforms.
• Experience using project or task management tools.
• Exposure to mobile device management portals or SIM provisioning platforms.
• Experience coordinating supplier relationships or managing procurement administration.
• Understanding of GDPR considerations in the context of device handling and data destruction.

• IT Helpdesk Manager: direct manager and day-to-day point of escalation.
• IT Service Technicians: primary colleagues; working closely to offload administrative and coordination tasks.
• HR Team: coordination of starter and leaver device logistics.
• Procurement Team: raising and progressing hardware and peripheral orders.
• Commercial Team: obtaining approvals for software licence and seat requests.
• External Vendors: repair companies, hardware suppliers, and recycling partners.

• Asset register accuracy maintained at all times, with no outstanding discrepancies.
• Starter and leaver device logistics completed on time, with no delays reported by HR or line managers.
• Stock levels proactively managed, with procurement raised ahead of shortfalls occurring.
• Licence and seat requests processed within agreed timescales, with appropriate approvals documented.
• Helpdesk ticket queue reviewed regularly, with administrative tasks actioned promptly.
• Positive feedback from technicians and stakeholders on coordination and communication quality.

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays.
• Annual Wellbeing Day.
• Pension Scheme.
• Corporate Medical Cash Plan.
• Smart Working Options.
• Employee Assistance Programme.
• Cycle to Work Scheme.
• Monthly Employee Awards.
• Raising money for charity including a paid Volunteer Day.
• Referral scheme.
• Wellbeing Programme.
• Enhanced Family Friendly Leave.

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.