IT Technical Helpdesk – Service desk Support Team Leader /Supervisor (external clients) – afternoon & evenings. This hugely successful international software vendor seeks an experienced service-desk support team leader to lead an established department within their client support division.

Helpdesk Support Team Leader – the hours:

Monday to Friday.  This department has a focus on supporting the US market and, as such, the working hours follow a shift pattern with the hours of 1pm to 1.30am UK time. The position is UK based but there will be occasional (perhaps 2-3 times p/y) travel to the US and possibly other world locations.

Helpdesk Support Team Leader – the Role:

Reporting to the EMEA Support Manager, this exciting role will see you responsible for the day-to-day support of a team of around 12 helpdesk support analysts. The position is a well-rounded role covering: team KPI monitoring; working to SLAs; employee administration; training & development; escalations work; liaising with internal & external stakeholders; more details available on application. 

Helpdesk Support Team Leader – the Person:

Candidates need to have a background in a similar team leader-level position providing support to external clients, ideally for a software vendor or perhaps an MSP. You should have strong broad-based IT skills (e.g. Windows o/s and applications, network connectivity, PC systems) and the ability to ‘lead by example’, offering a strong presence in the department, leading and mentoring a team of technical support staff.

Useful skills included any MS Server knowledge, SQL, VBA, and additional foreign language abilities, but are less important than your actual team-leading experience.

Location:

The role is mostly a remote position but will involve an element of hybrid work from the offices in Stevenage.

Summary:

All-in-all this is a fantastic opportunity to join a well-structured environment where you can employ and further develop your skills. Offer subject to security clearance (the company will undertake this). Salary to £35k basic but, due to the working hours, there is an ‘uplift’ to the remuneration which brings the actual earnings to almost £41k, plus a range of company benefits. Services advertised by Dupen are those of an Agency.