Gripple

Unleash y our p otential. Change the g ame with Gripple. We're on the lookout for an IT Helpdesk Team Leader to guide a high-performing support team, solve complex challenges, and keep our business running smoothly. If you thrive on leadership, fast problem-solving, and making technology work for people, this is your next move! Why Gripple? We're not just innovators-we're game-changers. Since 1989, Gripple has led the charge in wire joining and suspension systems. As a 100% employee-owned business , we don't just hire talent-we invest in it. What's in it for you: Share ownership : Buy a stake in Gripple and the GLIDE group and share in our success 15% non-contributory pension 32 days' holiday , increasing with long service, plus quarterly 'thank you' days and your birthday off Private healthcare , family-focused policies, and exceptional benefits that support your wellbeing at every stage World-class product training , career development, and room to grow The role: Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20 , you will be involved in ensuring timely and quality first line support is provided to employees on all IT - related issues. What you'll be doing: L eading and coordinating the IT s ervice d esk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs A ct ing as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution L ine manag ing and develop ing first line support technicians through regular one-to-ones, coaching and performance reviews E nsuring consistent, high quality customer service, keeping user experience at the centre of all s ervice d es k activity O verseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures M onitoring s ervice d esk performance, using KPIs /SLAs and trends to drive continuous improvement in processes, tools and ways of working D eveloping and maintaining clear documentation to enhance technical skills, customer service and outcomes P lanning resource levels to ensure s ervice d esk is adequately staffed S upporting the delivery of IT projects by coordinating s ervice d esk involvement, communications and readiness activities I dentifying opportunities to introduce improved working practices that enable team effectiveness and service quality E nsuring team members have clear development plans and access to relevant training to support their growth and progression P erform ing hardware upgrades, repairs and component replacements on desktops, laptops and printers. Skilled in diagnosing common hardware faults, replacing parts such as memory, storage and peripherals, and ensuring devices are tested and returned to service promptly . Who you are : A positive , approachable leader with a strong customer-focused mindset and a genuine commitment to delivering great service A ble to manage your own workload effectively whilst setting clear expectations and good working practices across the front-line support team A natural problem-solver who takes a structured, logical approach to diagnosing issues and finding practical solutions C omfortable working both independently and collaboratively within a wider IT team A genuine interest in technology , with an open and curious approach to new tools, ways of working, and continuously learning Key personal skills S trong leader with the ability to motivate others and work effectively across the wider IT function C lear, confident communicator, comfortable handling users, stakeholders, and difficult conversations P roactive and self-driven, able to take initiative and see tasks through without close supervision O rganised and resilient, able to prioritise team workloads and manage competing deadlines A nalytical problem-solver with strong troubleshooting skills and a drive for continuous improvement Key technical skills S trong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune S olid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices C onfident in user and access management across core business systems, including Dynamics 365 and ERP platforms G ood working knowledge of security best practice, with a practical approach to protecting users, devices, and data A ble to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams Desirable t echnical s kills (not essential) Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration) Windows Server Administration Exposure to macOS Desirable c ertifications (not essential) CompTIA A+ CompTIA Network+ ITIL 4 Foundation Certification Microsoft 365 Certified: AZ-900, MS-900 Join a team where everyone belongs We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued with a sense of belonging. If there are any adjustments that would help your experience with Gripple, please let us know when you apply. Whilst not mandatory, your completion of the applicant ethnic monitoring form will help us monitor and encourage equality and diversity. The information you provide will be anonymous and kept both confidential and separate to your application.