Overview
Softcat is an amazing success story and as part of our continued growth we are investing significantly more in a new technology strategy going forward. Softcat’s internal Technology Team is undergoing an exciting transformation this evolution aims to provide greater opportunities for our people’s professional development and prepare us to execute our more ambitious technology strategy effectively.
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.
Responsibilities
- 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
- 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 of at least one of the following: working with a variety of Microsoft technologies such as Azure, Active Directory, Microsoft Intune and O365
- Supporting CRM and/or ERP systems
Notes on application content
Here at Softcat, we don’t prohibit the use of AI (artificial intelligence) in our application process, as we understand how far it can go to creating a truly equitable candidate experience. That being said, as a culture-driven organisation, we believe that the genuine essence of each person is what truly matters, so we highly encourage you to be as authentically you as possible when submitting your application to showcase your true and whole self.
Flexible working
We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:
- Hybrid working – 3 days in the office and 2 days working from home
- Working flexible hours – flexing the times you start and finish during the day
- Flexibility around school pick up and drop offs
Working with us 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.
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