The Role

The Helpdesk Team Leader is responsible for managing the helpdesk team, prioritising incoming support requests, and ensuring timely resolution of incidents and service requests. The role involves monitoring performance, improving service delivery, identifying recurring issues, and escalating technical problems to specialist teams where required. The Team Leader ensures alignment between user needs, operational requirements, and IT service standards while maintaining a high level of customer satisfaction.

To be successful in the role you will need:

• Good knowledge of core Microsoft technologies, including Windows OS, Microsoft 365
• Knowledge of cloud-based architectures, particularly Microsoft Azure
• Ability to interpret technical concepts and communicate them to non‑technical users.
• Proven ability to mentor, coach, and support junior team members.
• Experience handling incident, request, and escalation management within a ticketing or service management platform.
• Comfortable managing workloads in a fast-paced environment and adapting to shifting priorities.
• 2 years+ experience working as a Helpdesk operator