Our Helpdesk operates a Pod‑based support model, where small, cross‑skilled teams are aligned to specific services and technologies. Each Pod is responsible for managing its own demand, resolving incidents and requests end‑to‑end, and continuously improving the service it provides. This model is designed to create stronger ownership, faster resolution, and a more consistent user experience.
As a Helpdesk Team Leader, you will lead one or more of these Pods – ensuring they are well‑coordinated, performing effectively, and aligned to service priorities.
You will balance hands‑on technical support with operational oversight, stepping in on complex issues while maintaining visibility of workload, performance, and risks across your Pods.
You will work closely with Senior Analysts to manage day‑to‑day delivery, ensuring demand is prioritised effectively and the team is focused on the right outcomes. You will also act as the key link between the Helpdesk and the wider Internal Technology organisation, ensuring Pods are aligned to service expectations and business needs.
- Ensure effective workload distribution and consistently meet service targets across the Pods.
- Own service performance within your Pods and drive measurable improvements.
- Build strong, consistent support capability through effective knowledge management.
- Work across teams to improve end‑to‑end service delivery and outcomes.
- Provide leadership, direction, and support to a mixed‑skill team.
We’d love you to have:
- Excellent customer service skills, with the ability to communicate clearly and concisely at all levels.
- Ability to multi‑task and prioritise requirements, whilst maintaining a focus on quality work.
- Experience with Microsoft technologies such as Azure, Active Directory, Microsoft Intune and O365, or supporting CRM and/or ERP systems.
We also acknowledge that the confidence gap and imposter syndrome are a real thing and can get in the way of us meeting fantastic talent, so please don’t hesitate to apply – we would love to hear from you!
Flexible Working Patterns
- Hybrid working – 3 days in the office and 2 days working from home.
- Flexible hours – flexing the times you start and finish during the day.
- Flexibility around school pick‑up and drop‑offs.
Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.
If you have a disability or neurodiversity, we can provide support or adjustments that you may need throughout our recruitment process or any mitigating circumstance you wish for us to consider. Any information you share on your application will be treated in confidence.
Benefits
- Pension
- Share incentive plan
- Life Assurance
- Holiday
- Trips
- Vouchers
- Partner/family Benefits
- Maternity, Paternity and Adoption support
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