Climb Recruitment Ltd

Climb Recruitment are proud to be working with a leading company in the Sheffield area Role: Help Desk Team Leader Description: Duties and Responsibilities - Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues - Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction - Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution - Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support - Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations - Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements - Monitoring and analysing relevant business data - Act as an escalation point for complex queries, and those needing urgent attention - Identify and implement opportunities and areas for improvement - Build effective relationships across the Group - Follow and enforce procedures, such as H&S and HR Competencies - Strong supervisory skills - Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes - Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration - Knowledge of Citrix environments and the ability to support users in accessing their applications - Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service - Ability to communicate on a technical and non-technical level with different departments/management levels Accountabilities and Performance Measures - Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs) - Effective management and resolution of tickets within predetermined timeframes - Successful mentoring and development of the helpdesk team - Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness - Monitoring and management of relevant budgets Job Requirements/ Qualifications - Experience in a helpdesk capacity, preferably in a manufacturing environment - HNC or equivalent in Information Technology, Computer Science, or related field - Experience in supervising a remote team - Ability to travel as required for site visits - 5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position - Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes