1st Line IT Helpdesk Team Leader

• Job Type: Contract - 6 weeks - INSIDE IR35
• Location: Rotherham
• Salary: competitive

We are seeking a 1st Line IT Helpdesk Team Leader to lead our frontline IT-Helpdesk team. This role is crucial for managing service requests and incidents, promoting excellent customer service, and maintaining high technical support standards.

Day-to-day Responsibilities:

• Lead the 1st Line Support Helpdesk, ensuring efficient and professional management of all contacts.
• Act as the primary point of contact for customer escalations and relationship management with staff, students, and external clients.
• Drive continuous improvement of the 1st Line support capabilities and perform trend analysis to identify underlying IT issues.
• Update the Staff Portal in real-time for major service impacts and compile high-quality reports.

Required Skills & Qualifications:

• Proven leadership experience in an IT helpdesk or support team.
• Strong problem-solving, analytical, and communication skills.
• Experience with ITSM tools and CRM systems.
• Commitment to high-level customer service.