IT Helpdesk Team Lead

We are looking for an experienced IT Helpdesk Team Lead to manage our IT Support Team and ensure colleagues receive a responsive, professional and effective support service. You will oversee helpdesk activity, act as an escalation point for complex issues, identify service trends and drive continuous improvement across IT support processes. What you will do

• Lead, coach and develop the IT Support Team.
• Allocate, prioritise and monitor helpdesk tickets to meet service standards.
• Resolve and escalate complex IT issues as needed.
• Review ticket trends and recommend service improvements.
• Maintain the helpdesk ticketing system and self-help portal.
• Support Windows devices, Microsoft 365, printers, networks, mobile devices and other IT systems.
• Support IT security processes, user access, device compliance and safe handling of data.
• Evaluate new systems and solutions, providing practical feedback on usability, security and impact.
  
  You will have experience in IT support or service desk work, alongside the confidence to lead a small team. You will be organised, proactive and committed to delivering excellent customer service.
What we are looking for
• Experience in an IT support or service desk environment.
• Experience leading, supervising or supporting a small team.
• Strong communication and customer service skills.
• Good knowledge of Microsoft 365, Windows 11 and common business applications.
• Experience troubleshooting hardware, software, connectivity, printer and peripheral issues.
• Understanding of networks, wireless technologies and mobile device management.
• Working knowledge of Active Directory, Windows Server, Azure, SharePoint, Intune, IT security and data protection.
• Relevant technical qualification, equivalent experience or evidence of ongoing IT development.
It would be great if you also have
• Experience in a social care, charity or multi-site organisation.
• Experience supporting system implementation or service improvement projects.
• Knowledge of ITIL principles or service management best practice.
• Microsoft, CompTIA, ITIL or equivalent certification.
  
  What will we do?
• 31 days' annual leave (inc. bank holidays), rising with service
• Health cash plan, Pension, Life assurance, Employee Assistance Programme
• Blue Light Card, option to buy extra annual leave
Inclusion, accessibility and our commitment to diversity Diversity is key to what we do. Life would be dull, and change slow, if we all thought the same way. We want colleagues who bring different perspectives, backgrounds and experiences, and we know this makes us stronger and better for the people we support. We are committed to being Disability Confident and we guarantee to interview all applicants with a disability who meet the minimum criteria for the vacancy. We're also committed to making our recruitment process as accessible as possible. If you need any reasonable adjustments at any stage, for example, accessible formats, support with the application form or adjustments for interview, you can tell us in your application or contact our recruitment team to discuss what you need. Ready to join us? If you're ready to drive new commercial opportunities that make a real impact, connecting with colleagues to build strong relationships, making a real difference in a values-led charity, this could be your next role. If you are offered the role, you will be required to have a DBS check at the relevant level, which we'll cover the cost for. INDHOF