IT Helpdesk Team Leader

  • Location
    Loughton, Essex
  • Category
    IT and Telecoms - IT/Systems Manager
  • Contract Type
  • Salary
    £ 30000 - £ 40000 / Year
  • OrganizationType

Title: IT Helpdesk Team Leader

Location: Loughton

Salary: £30,000 - £40,000

Days/ Hour of work: Monday - Friday, 08:00 - 16:30/ 09:00 - 17:30


� Internal and external training

� 26 days holiday

� Free car parking

� Flexible working environment

� Pension scheme

� Healthcare

� Smart Spend app

� Monthly team activities

The company

My client, a large, prestigious company based in Loughton, are looking for a Service Desk Team Leader to join the infrastructure and support team. The company are continuously growing and are looking for someone to join their business who not only has an understanding of 1st, 2nd & 3rd line support, but also has great people skills. This is a fantastic opportunity for someone who wants to take the next step in their career.


� Assisting the Infrastructure Analysts with problem resolution and technical implementations.

� Providing the highest standard of 2nd Line Level Technical Support across the Group and with external suppliers and supporting partners

� Monitoring team performance to achieve SLA levels and ensure all tickets received by the Service Desk are dealt in a timely manner.

� Managing the technical relationship with all our users and ensuring that a high degree of customer service is always met.

� Take ownership of escalated tickets and manage through to completion.

� Recommend changes to internal systems to align with business needs and ensure future proofing.

� Take ownership of the IT asset management system. Ensure all IT assets changes, contracts and warranty details are recorded and maintained for accuracy.

� Be available to attend site visits and training courses, including some out of hours work when needed

The ideal candidate

Personal Skills

� Previous experience working in 1st and 2nd line support

� Experience working in a Team Leader or Supervisory role

� Good Verbal Interpersonal skills

� Good Organisational skills

� Proactive & independent

� Ability to work on their own initiative

� Tact and diplomacy, Customer Focused

� Adaptable and ability to learn new skills

� Full and valid UK driving licence

Technical Knowledge/Skills

� Windows 10 and Server 2008R2 or above

� MS Office

� Good hardware knowledge

� Understanding of Networks (WAN, LAN, OSI Model)

Desirable but not essential

� Qualified to a degree level

� Experience of working in a ITIL environment

� Experience of supporting/rolling out mobile device strategies (tablets/smartphones)

� ISO27001/GDPR Experience

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