IT Helpdesk Team Leader 1st Line

Job Description

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 Permanent

Benefits:

• 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 status

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