Helpdesk Team Lead / Manager - West Yorkshire

IT Helpdesk Team Lead / Manager - West Yorkshire

Ready to lead from the front?

We're a fast-moving IT support and solutions company, and we're looking for a sharp, motivated Helpdesk Team Lead / Manager to take ownership of our support function and drive it forward across West Yorkshire.

If you're someone who loves solving problems and loves helping people grow, this one's for you.

What you'll be doing

• Leading and motivating a team of helpdesk engineers to deliver outstanding first-class support


• Being the go-to escalation point for complex technical issues


• Setting the standard for response times, ticket quality, and customer satisfaction


• Coaching and developing your team through regular 1-to-1s and performance reviews


• Keeping a close eye on SLAs and KPIs - and knowing what to do when things need to shift


• Working closely with senior management to improve processes and tools


• Acting as a bridge between the helpdesk team and the wider business

• Proven experience in an IT helpdesk or technical support environment


• Previous team lead or supervisory experience (or ready to make that step up)


• A solid understanding of IT infrastructure, networking, and common support tooling


• Someone who stays calm under pressure and leads by example


• Strong communication skills - with both your team and end users


• A genuine passion for great customer service and continuous improvement

• Experience with ITIL frameworks or service desk platforms (e.g. ConnectWise, Autotask, Freshdesk)


• Relevant certifications (CompTIA, Microsoft, ITIL Foundation, etc.)

• A key leadership role with real influence over how the team operates


• A supportive, collaborative environment where your ideas are heard


• Opportunities to grow as the business grows


• Competitive salary (dependent on experience)

We'd love to hear from you. Hit apply, send us your CV, and let's have a conversation.

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