IT Helpdesk Team Leaderr

Job description

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 success15% non-contributory pension32 days' holiday , increasing with long service, plus quarterly 'thank you' days and your birthday offPrivate healthcare , family-focused policies, and exceptional benefits that support your wellbeing at every stageWorld-class product training , career development, and room to growThe 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 SLAsA ct ing as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolutionL ine manag ing and develop ing first line support technicians through regular one-to-ones, coaching and performance reviewsE nsuring consistent, high quality customer service, keeping user experience at the centre of all s ervice d es k activityO verseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management proceduresM onitoring s ervice d esk performance, using KPIs /SLAs and trends to drive continuous improvement in processes, tools and ways of workingD eveloping and maintaining clear documentation to enhance technical skills, customer service and outcomesP lanning resource levels to ensure s ervice d esk is adequately staffedS upporting the delivery of IT projects by coordinating s ervice d esk involvement, communications and readiness activitiesI dentifying opportunities to introduce improved working practices that enable team effectiveness and service qualityE nsuring team members have clear development plans and access to relevant training to support their growth and progressionP 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 serviceA ble to manage your own workload effectively whilst setting clear expectations and good working practices across the front-line support teamA natural problem-solver who takes a structured, logical approach to diagnosing issues and finding practical solutionsC omfortable working both independently and collaboratively within a wider IT teamA genuine interest in technology , with an open and curious approach to new tools, ways of working, and continuously learningKey personal skillsS trong leader with the ability to motivate others and work effectively across the wider IT functionC lear, confident communicator, comfortable handling users, stakeholders, and difficult conversationsP roactive and self-driven, able to take initiative and see tasks through without close supervisionO rganised and resilient, able to prioritise team workloads and manage competing deadlinesA nalytical problem-solver with strong troubleshooting skills and a drive for continuous improvementKey technical skillsS trong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and IntuneS olid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devicesC onfident in user and access management across core business systems, including Dynamics 365 and ERP platformsG ood working knowledge of security best practice, with a practical approach to protecting users, devices, and dataA ble to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teamsDesirable t echnical s kills (not essential) Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)Windows Server AdministrationExposure to macOSDesirable c ertifications (not essential) CompTIA A+CompTIA Network+ITIL 4 Foundation CertificationMicrosoft 365 Certified: AZ-900, MS-900Join a team where everyone belongsWe 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.

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Extra information

Status

Open

Education Level

Secondary School

Location

Sheffield

Type of Contract

Full-time jobs

Published at

21-05-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English