Helpdesk Support Lead
Our client is seeking an experienced Helpdesk Support Lead to oversee and coordinate day-to-day IT support operations and ensure high-quality service delivery across the organisation. This role is responsible for leading the service desk function, managing escalations, and acting as the key point of accountability for end-user support.
You will play a hands-on leadership role, balancing people management with operational delivery, vendor coordination, and continual service improvement, while ensuring ITIL-aligned processes are followed consistently.
Key Responsibilities
* Lead and coordinate the IT Helpdesk / Service Desk function, ensuring timely and effective resolution of user incidents and requests.
* Act as the primary escalation point for high-priority and complex IT support issues.
* Provide day-to-day leadership, coaching, and performance management for helpdesk staff in line with defined KPIs.
* Oversee support for end-user technologies including Office 365, workplace technology, and business applications.
* Coordinate Level 2+ support activities and engage third-party vendors where required, monitoring SLA performance.
* Own and execute incident and request management processes in line with ITIL best practices.
* Support problem management activities by identifying recurring issues and driving root-cause resolution.
* Maintain system monitoring and alerting across applications, infrastructure, and networks, escalating issues as required.
* Collaborate with IT Security to support access management and ensure compliant implementation of access controls.
* Participate in change management activities and support Change Advisory Board (CAB) processes as required.
* Contribute to continuous improvement initiatives to enhance service quality, efficiency, and user satisfaction.
About You
* Proven experience in a Helpdesk Lead, Service Desk Lead, or senior IT support role.
* Strong understanding of IT service management and ITIL processes, particularly incident, request, and problem management.
* Experience leading or mentoring IT support teams in a fast-paced environment.
* Strong customer service mindset with excellent communication and stakeholder engagement skills.
* Experience working with third-party IT vendors and managing support escalations.
* Organised, pragmatic, and calm under pressure, with a strong focus on service quality.
This role offers an opportunity to lead a frontline IT support function, make a tangible impact on user experience, and contribute to the stability and performance of the organisation's IT environment.
REF:99IYT