IT Helpdesk Team Leader 1st Line

Morgan Jones

  • Rotherham, South Yorkshire
  • Permanent
  • Full-time
  • 16 hours ago
Join our client as a 1st Line IT Helpdesk Team Leader and lead a dynamic support team delivering fast, reliable IT services. If you're technically strong, customer-focused, and ready to drive service excellence across multiple sites, this is your next step.IT Helpdesk Team Leader (1st Line)
Team Lead | Rotherham | Full-time | PermanentBenefits:
  • Competitive salary
  • Travel expenses between sites
  • Professional development support
  • Inclusive and supportive work culture
  • Equal opportunity employer
  • Disability Confident scheme
Job Description & Duties
  • Our client, a respected education and training provider, is seeking a 1st Line IT Helpdesk Team Leader to oversee the day-to-day operations of their frontline IT support team.
  • This hands-on role combines technical expertise with leadership, ensuring efficient ticket management, SLA compliance, and a high-quality user experience.
  • You'll act as the first point of escalation, guide the team in troubleshooting, and promote continuous improvement.
  • Based primarily at the Rotherham site, you'll also travel to other locations as needed.
  • Reporting to the Director of IT and Digital, you'll have autonomy to make operational decisions within agreed guidelines.
Key Responsibilities:
  • Lead daily operations of the 1st Line Helpdesk
  • Ensure timely, professional handling of enquiries
  • Support accurate issue logging and resolution
  • Act as an escalation point for complex issues
  • Build strong relationships with users and clients
  • Promote self-help via Helpdesk tools
  • Analyse trends to identify recurring issues
  • Communicate service impacts via the staff portal
  • Produce reports and written updates
  • Maintain professionalism under pressure
  • Prioritise tasks and delegate effectively
  • Uphold safeguarding and data protection standards
  • Travel across multiple sites when required
Morgan Jones is committed to creating a diverse and inclusive environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran statusAbout Morgan Jones:Morgan Jones Limited acts as an employment agency. By applying, you accept the Terms & Conditions as well as the Privacy, Cookie, and Data Retention Policy, which can be found on our website.Due to the high volume of applicants, we see, if you have not heard back from us within 72 hours, please assume that you have been unsuccessful on this occasion.To view other great opportunities, visit our website or follow Morgan Jones on your favourite social networks - Facebook, Instagram, Twitter, or LinkedIn.a class=\"eg_tos_link\" href=\":tos-url\" target=\":tos-open-at\"
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Morgan Jones