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- Tasks: Lead and mentor a team of helpdesk engineers while tackling technical challenges.
- Company: Join The Computer Clinic Bicester, a fast-growing Microsoft Partner MSP.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity for growth in a supportive and innovative team.
- Why this job: Make a real impact by enhancing service delivery and client satisfaction.
- Qualifications: 3+ years in IT support with leadership experience preferred.
The predicted salary is between 40000 - 50000 £ per year.
Are you an experienced IT support engineer who's ready to lead? The Computer Clinic Bicester (TCCB) is a Microsoft Partner MSP supporting 120+ businesses across the UK. We're growing fast and looking for a Helpdesk Team Lead to own our support desk and drive service delivery to the next level. This is a player-manager position. You'll lead a team of 3-4 engineers day-to-day while remaining hands-on as the senior technical escalation point. You'll be accountable for SLA performance, ticket quality, client satisfaction, and the ongoing development of your team.
Responsibilities
- Lead, mentor, and develop a team of 3-4 helpdesk engineers
- Act as the senior technical escalation point for 2nd and 3rd line issues
- Own SLA performance and ticket queue health via our PSA platform
- Monitor and report on key helpdesk metrics including response times, resolution rates, and CSAT
- Drive continuous improvement across helpdesk processes and documentation
- Handle client escalations professionally and to a high standard
- Support delivery of our managed cybersecurity stack across the client base
Qualifications
- 3+ years in 2nd line IT support, ideally within an MSP environment
- Previous experience leading or mentoring junior engineers
- Strong Microsoft 365, Entra ID, and Intune administration skills
- Networking fundamentals - DNS, DHCP, VLANs, firewalls (Meraki experience a plus)
- Experience with RMM and PSA/ticketing platforms
- Clear communicator with clients and colleagues alike
- ITIL Foundation or Microsoft certifications desirable but not essential
IT Helpdesk Team Lead in Bicester employer: The Computer Clinic Bicester
Contact Detail:
The Computer Clinic Bicester Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Helpdesk Team Lead in Bicester
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss your hands-on experience with Microsoft 365 and other tech tools. We want to see how you can lead and mentor!
✨Tip Number 3
Prepare for the technical questions! Brush up on your knowledge of DNS, DHCP, and VLANs. Being able to confidently tackle these topics will show that you're the right fit for leading a team of engineers.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Helpdesk Team Lead in Bicester
Some tips for your application 🫡
Show Off Your Leadership Skills: When writing your application, make sure to highlight any experience you have in leading or mentoring teams. We want to see how you've developed others and driven service delivery in your previous roles.
Be Specific About Your Technical Skills: Don’t just list your skills; give us examples of how you've used them in real situations. Mention your experience with Microsoft 365, Entra ID, and Intune, as well as any networking fundamentals you know. We love details!
Keep It Professional Yet Personal: While we appreciate professionalism, we also want to get a sense of who you are. Use a friendly tone and let your personality shine through. Remember, we’re looking for someone who can connect with clients and colleagues alike.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you don’t miss out on any important updates during the process. Let’s get started!
How to prepare for a job interview at The Computer Clinic Bicester
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Microsoft 365, Entra ID, and Intune. Be ready to discuss specific scenarios where you've solved complex issues, as this will show your hands-on experience and depth of knowledge.
✨Showcase Your Leadership Skills
Since this role involves leading a team, prepare examples of how you've mentored or developed junior engineers in the past. Highlight any successful projects where you took charge and drove improvements in service delivery.
✨Understand SLAs and Metrics
Familiarise yourself with key helpdesk metrics like response times and resolution rates. Be prepared to discuss how you've managed SLA performance in previous roles and what strategies you used to ensure client satisfaction.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing technical concepts. Remember, you'll need to communicate effectively with both clients and your team, so showcasing your communication skills during the interview is crucial.