Helpdesk Team Leader

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Helpdesk Team Leader

Due to a combination of internal progression and growth of the business we require an experienced Helpdesk Team Leader to join a well-established and busy team. The candidate will have a firm background working within a busy MSP or Technical IT Team, solid experience in troubleshooting customer issues and a clear and analytical approach to problem solving. The primary job function is providing technical support in a fast paced and varied Managed Service Desk environment.


We offer structured training and development program, and the Helpdesk Team Leader role offers great potential for development and the chance to join an experienced team with a broad technical knowledge base. This is an excellent opportunity to join a progressive organization which is entering an exciting phase in its long term development and growth.


Salary – Competitive Rate +Training + Benefits


Hours – Full time


Strictly No Recruitment Agencies


Job Profile     


Nature & Scope 

Reporting to the Head of Technical Services, to be a high level of technical resource in the firm with a principal responsibility of ensuring solutions to escalated client issues are achieved within SLAs and providing a sustainable resolution.


Service Desk Team Lead Accountabilities

To work within the helpdesk team within ConvergeTS and with an effective resolution of technical escalated issues and positive high level of technical advice. The 2nd Line Service Desk Team Lead will oversee the performance of the team from a technical and service perspective and work in collaboration with other working in Service Delivery Team.  This role also demands strong documentation skills, the ability to follow proven internal processes, and to work unsupervised and manage allocated technical workload and priorities. You will monitor call queues, the distribution of issues, mentoring and training of the team and reporting to the Head of Technical Services.


  • Ensure that staffing and skill levels maintained throughout the operational hours by managing shift, staffing schedules and holidays
  • Manage incident, problems, service request and change management volumes
  • Manage resolution according to agreed SLAs and team/individual KPIs
  • Ensure that the Service Desk is providing pragmatic solutions for all used raised in line with ITIL Service Desk Frame process
  • Complete regular 121s with 2nd Line Team members
  • Undertake Performance reviews, absences and discipline with the support of Service Delivery Manager
  • Act as an escalation point where difficult or controversial call is received
  • Produce statistic, KPIs and Management Reports of the Service Desk to Head of Technical Services
  • Arrange technical and service oriented staff training and awareness sessions in line with Skills Matrix and working with Technical Service Manager
  • Represent the Service Desk at meetings as when required
  • Perform 2nd line briefings to Head of Technical Services on support issues, changes, and other technical issues/updates
  • Responsible contact with relevant authorities for Information Security and the responsibility for Confidentiality, Integrity, and Availability for ISO27001


Providing 2nd Line Support Accountabilities

  • Provide Technical escalation support to Service Delivery
  • Ensure delivery of any activity to the highest professional standards.
  • Ensure resolutions are achieved within SLAs.
  • Ensure a good relationship between the client and ConvergeTS
  • Take ownership of escalated issues within the helpdesk team and escalate when required to the 3rd line, in time for SLAs to be met.
  • Ensure that effective change control methodologies are operated with clients
  • Assist in maintaining client satisfaction within the helpdesk team.
  • Ensure the achievement of targeted KPIs
  • Ensure the capture of time recording for all activity
  • Provide as required a high level of technical input to the helpdesk support team
  • Ensure that the third party applications are installed and run effectively and efficiently across all customer platforms – On-premise and hosted
  • Keep abreast of market / technology developments to ensure the firm is planning to use the most effective methodology to support its business objectives
  • Ensure that the Knowledge base is updated with any problem / solutions found.
  • Ensure that the Helpdesk Processes are followed.
  • Ensure call lists and customer communication is maintained.


Candidate Profile   

Background Experience 

You must have a good balance of technical knowledge and team management skills and should have:


  • 3+ years’ experience managing a small support team of Support / IT Professionals and working in similar role
  • Excellent listening and interpersonal skills
  • Excellent written skills and oral communication skills
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • 3+ years supporting multi-site network environments to include LAN, WAN, VPN, Citrix, Microsoft, SAN, DR Systems.
  • Ideally supported a hosted environment with experience of data centers
  • Ideally previous experience of working for an IT service provider in a professional services environment.
  • Previous experience Technical team lead of IT Support/analysts covering first and second line helpdesk responsibilities
  • Delegation of work, mentoring of team members, escalation of technical issues, liaising with senior technical management and other technical specialists
  • Previous experience mentoring and supporting other team members, ideally with full line management experience
  • Experience of working busy support environment and professional services would be an advantage
  • Experience working of working on a busy service desk handling a high frequency of support tickets and calls. A track record of achieving and exceeding team targeted results/KPIs.
  • ITIL Accredited or working within ITIL Frameworks


Desirable experience and/or exposure

  • Microsoft Terminal Services/ Remote Desktop Services
  • Citrix Xenapp / Netscaler / Xen Desktop
  • Microsoft Exchange 2010 / 2013
  • Exposure to Spam filtering technologies
  • Powershell would be advantageous but not essential
  • Microsoft AD, DHCP, DNS, DFS, Profiles, Group Policy
  • Windows Server 2008+R2, 2012+R2
  • Hypervisor technology VMware ESXi 5/6 or Hyper-V



  • Qualifications in 2 or more of the following Microsoft / Citrix / VMware / Network technologies + experience


Communication Skill 

  • The good and effective client interface skills. Able to command respect on arrival
  • Sufficient written skills to prepare documentation and contribute to the knowledge base.
  • Able to work with people at all levels. Useful to have presentation skills.
  • Ability to collaborate well with the rest of the company resources team and able to gain support and co-operation from on-line managed staff
  • Excellent verbal and written communication skills


Intellectual Skill 

  • Ability to analyze complexity of an issue
  • Needs the skills inherent to the job/qualifications
  • Able to undertake technical analysis, assimilate to ConvergeTS alternative solutions and communicate solutions.
  • Able to be proactive in identifying developing marketplace solutions for the benefit of the company


Management Skill 

  • Achieving performance against SLAs.
  • Effectively manage time across multiple objectives
  • At least 2+ years’ experience managing a small support team of Support / IT Professionals and working in similar role
  • Undertake Performance reviews, absences and discipline with the support of Service Delivery Manager



  • Achievement of objectives and tasks
  • Pleasure in delivery of expectations for clients and own company
  • The expectation of a long term in the role with increasing seniority and technical challenge.
  • Motivation from developing the technical infrastructure of the firm and maintaining and enhancing own IT knowledge


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