Team Lead, Helpdesk

Job summary

The role involves leading a 1st Level Support team within the IT Helpdesk, focusing on delivering high-quality support to stores and administrative staff. The position requires effective management of ticket and phone call handling, coordination of major incidents, and continuous process optimization.

Qualifications

• Experience in IT support or helpdesk environments, or leadership experience in service or operations with a strong technical background.
• Vocational training or a comparable technical qualification through practical experience.
• Proficiency in Microsoft 365, Windows, networking, and helpdesk hardware/software.
• Good English language skills for collaboration with international colleagues.
• Flexibility to work within support hours, Monday to Friday, with occasional Saturdays.

Responsibilities

• Provide professional and disciplinary leadership to a three-person 1st Level Support team.
• Manage ticket and phone call handling to ensure optimal service quality.
• Coordinate major incidents, including escalation and communication.
• Continuously optimize processes within the team.
• Develop team members through coaching, training, and knowledge sharing.
• Collaborate with the Helpdesk organization, Retail, internal departments, and external partners.

Skills

• Strong leadership and team management skills.
• Excellent problem-solving abilities and a customer-focused mindset.
• Technical aptitude in IT support and helpdesk operations.

Education

• Vocational training or equivalent technical qualification.

Tools

• Microsoft 365, Windows, networking tools, helpdesk software.