At a Glance
- Tasks: Lead a dynamic Helpdesk team, ensuring effective support and service delivery.
- Company: Join a forward-thinking tech company that values collaboration and innovation.
- Benefits: Enjoy flexible working hours, hybrid options, and a range of employee perks.
- Other info: Embrace a supportive environment that celebrates diversity and encourages growth.
- Why this job: Make a real impact by improving user experiences and leading a talented team.
- Qualifications: Strong customer service skills and experience with Microsoft technologies preferred.
The predicted salary is between 35000 - 45000 £ per year.
Our Helpdesk operates a Pod‑based support model, where small, cross‑skilled teams are aligned to specific services and technologies. Each Pod is responsible for managing its own demand, resolving incidents and requests end‑to‑end, and continuously improving the service it provides. This model is designed to create stronger ownership, faster resolution, and a more consistent user experience.
As a Helpdesk Team Leader, you will lead one or more of these Pods – ensuring they are well‑coordinated, performing effectively, and aligned to service priorities. You will balance hands‑on technical support with operational oversight, stepping in on complex issues while maintaining visibility of workload, performance, and risks across your Pods. You will work closely with Senior Analysts to manage day‑to‑day delivery, ensuring demand is prioritised effectively and the team is focused on the right outcomes. You will also act as the key link between the Helpdesk and the wider Internal Technology organisation, ensuring Pods are aligned to service expectations and business needs.
Ensure effective workload distribution and consistently meet service targets across the Pods. Own service performance within your Pods and drive measurable improvements. Build strong, consistent support capability through effective knowledge management. Work across teams to improve end‑to‑end service delivery and outcomes. Provide leadership, direction, and support to a mixed‑skill team.
We'd love you to have:
- Excellent customer service skills, with the ability to communicate clearly and concisely at all levels.
- Ability to multi‑task and prioritise requirements, whilst maintaining a focus on quality work.
- Experience with Microsoft technologies such as Azure, Active Directory, Microsoft Intune and O365, or supporting CRM and/or ERP systems.
Flexible Working Patterns:
- Hybrid working – 3 days in the office and 2 days working from home.
- Flexible hours – flexing the times you start and finish during the day.
- Flexibility around school pick‑up and drop‑offs.
Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background. If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.
Benefits:
- Pension
- Share incentive plan
- Life Assurance
- Holiday Trips
- Vouchers
- Partner/family Benefits
- Maternity, Paternity and Adoption support
Helpdesk Team Leader in Manchester employer: Softcat plc
As a Helpdesk Team Leader, you will thrive in a dynamic and inclusive work environment that champions flexibility and individual growth. Our hybrid working model allows for a balanced approach to work-life integration, while our commitment to employee development ensures you have the resources and support needed to excel in your role. Join us to lead a dedicated team in delivering exceptional service, where your contributions are valued and celebrated.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Softcat plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Softcat plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Team Leader in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Softcat plc:Your cover letter is your chance to shine! Tell us why you want to work at Softcat plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Softcat plc!
How to prepare for a job interview at Softcat plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
