Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and mentor a team of IT helpdesk engineers while resolving technical issues.
- Company: Join The Computer Clinic Bicester, a fast-growing Microsoft Partner MSP.
- Benefits: Competitive salary, professional development, and a dynamic work environment.
- Other info: Opportunity for career growth in a supportive and innovative team.
- Why this job: Make a real impact by driving service delivery and improving client satisfaction.
- Qualifications: 3+ years in IT support with leadership experience and strong technical skills.
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 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
✨Tip Number 1
Network like a pro! Attend industry meetups or online webinars where you can connect with other IT professionals. You never know who might have the inside scoop on job openings or be looking for someone just like you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements in IT support. This gives potential employers a tangible look at what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common technical questions and scenarios you might face as a Helpdesk Team Lead. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨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, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace IT Helpdesk Team Lead
Some tips for your application 🫡
Show Off Your Experience: When you're writing your application, make sure to highlight your experience in IT support and any leadership roles you've had. We want to see how you've mentored others and tackled technical challenges, so don’t hold back!
Tailor Your Application: Take a moment to customise your application for the Helpdesk Team Lead role. Mention specific skills like Microsoft 365 or networking fundamentals that match our needs. This shows us you’ve done your homework and are genuinely interested in the position.
Be Clear and Concise: We appreciate clarity! Keep your application straightforward and to the point. Use bullet points if it helps, and make sure to communicate your ideas clearly. We want to understand your qualifications without wading through fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved.
How to prepare for a job interview at The Computer Clinic Bicester
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Entra ID, and Intune. Be ready to discuss specific scenarios where you've solved complex issues or led a team through challenging situations.
✨Show Your Leadership Skills
Since this role involves leading a team, be prepared to share examples of how you've mentored or developed junior engineers in the past. Highlight your approach to managing performance and driving team success.
✨Understand the Metrics
Familiarise yourself with key helpdesk metrics like SLA performance, response times, and client satisfaction scores. Be ready to discuss how you would monitor these metrics and implement improvements based on your findings.
✨Communicate Clearly
As a senior technical escalation point, clear communication is crucial. Practice explaining complex technical concepts in simple terms, as you'll need to convey information effectively to both clients and your team.