Technical Helpdesk Team Leader (6 Month Contract)

Anytime; Maidstone; Hybrid; GBP 80,000 - 100,000

Job description

We are seeking a forward-thinking and logical individual to lead our Level 1 Technical Helpdesk Team. You will manage and mentor technicians, ensuring timely remote resolution of hardware, IT, and software faults. Your role will focus on maintaining service levels, exceeding KPIs, and placing the customer experience at the forefront of our operations.

Key Responsibilities:

1. Oversee the day-to-day operations of the Level 1 Technical Helpdesk Team.
2. Drive team performance through relevant training programs and mentorship.
3. Develop and adhere to processes aligned with core business functions.
4. Motivate the team to achieve high service standards and exceed KPI targets.
5. Manage complaints, client feedback, and contribute to overarching projects.
6. Liaise with internal stakeholders, including senior management and account teams.
7. Ensure continuous service improvement and industry best practices.
8. Attend meetings to promote the team's achievements and department initiatives.
9. Conduct regular one-on-one meetings to foster technician growth and development.
10. Manage ticket prioritisation and monitor team performance through engagement and development metrics.
11. Produce accurate performance reports to drive continuous improvement.

For roles with office-based hybrid working:

A typical working pattern is Monday to Friday, 40 hours between 8:00-18:00, with a one-hour lunch break. This role also offers flexibility to work from home, typically two days per week for a five-day working week.

Flexibility:

We support work-life balance and encourage applications from those seeking flexible working arrangements, where possible within the role and business needs. If you require flexibility, please indicate this in the salary box section of your application, after specifying your salary expectations, so we can discuss it early in the process.