About this role
The team is seeking a proactive and detail-oriented Helpdesk Team Leader to manage and oversee the day-to-day operations of the helpdesk team. This role requires a strong focus on customer service and team management, ensuring that all support requests are handled efficiently and effectively.
Key Responsibilities:
- Lead and mentor a team of helpdesk technicians to deliver exceptional customer support.
- Monitor team performance and provide regular feedback to ensure high standards of service.
- Develop and implement helpdesk policies and procedures to improve efficiency.
- Act as the primary point of contact for escalated issues and ensure timely resolution.
- Collaborate with other departments to enhance service delivery and support.
- Analyze helpdesk metrics to identify trends and areas for improvement.
Required Skills & Qualifications:
- Proven experience in a helpdesk or IT support role, with at least 5 years in a leadership position.
- Strong understanding of helpdesk software and ticketing systems.
- Excellent communication and interpersonal skills.
- Ability to manage multiple priorities and work under pressure.
- Familiarity with ITIL best practices is a plus.
Experience:
- Minimum of 5 years of experience in IT support, with at least 2 years in a supervisory or team lead role.
What we offer:
- Opportunity to lead a dynamic team in a fast-paced environment.
- Professional development and growth opportunities.
- A collaborative and supportive work culture.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.