ICT Helpdesk Team Lead

IT Helpdesk Support Lead

Salary: Up to £30,000

Location: Birmingham - On-site

great pension and benefits

The IT Helpdesk Support Lead is responsible for delivering effective IT support and maintenance across the organization. In collaboration with the IT Operations Manager, you will oversee the 1st and 2nd line support teams, ensuring smooth handling of BAU incidents, complex issues, and service improvements. This role acts as a key escalation point and is crucial for maintaining a reliable IT function. Strong technical skills, business acumen, and mentoring abilities are essential to drive team development and align with our IT Strategy.

Key Responsibilities

• Guide and support the IT Support team, acting as the main contact for IT issues. Delegate tasks and ensure timely completion.
• Efficiently resolve ICT issues through detailed analysis, providing robust solutions.
• Oversee complex IT systems, adhering to business continuity and security standards.
• Independently manage support services, making well-informed decisions on workload priorities.
• Implement IT policies and proactively identify opportunities to enhance service delivery.
• Provide clear guidance to IT technicians on handling incidents and requests.
• Oversee IT deployments, patching, and health checks in line with compliance.
• Develop resources and best practices to improve IT visibility and foster technical learning among staff.
• Collaborate with the Digital Infrastructure team on technical improvements and escalate issues as needed.
• Identify and resolve recurring issues, updating support documentation as necessary.

Key Requirements:

• Proven experience leading ICT support teams for both in-office and remote setups.
• Strong expertise in Microsoft O365, Azure, Intune, and Windows 10/11 deployments (SCCM/Autopilot).
• Effective problem-solving, organizational, and time-management skills.
• Skilled communicator capable of supporting team performance and managing urgent issues.
• Proficiency in managing IT services across various locations.
• Self-motivated with the ability to work independently and build productive stakeholder relationships.