Helpdesk Team Lead - Hybrid

We are seeking an experienced Helpdesk Team Lead to manage and develop a first line team for a global investment company. This is a technically hands-on leadership role and would suit an experienced support analyst who enjoys mentoring and supporting teams. The role is based at the company’s City office and will oversee the support of circa 300 users across offices in the UK and internationally.

The ideal candidate will have previously managed or supported with the implementation of a ticketing system and have worked in Finance, Banking or Insurance. This will be a rewarding role for someone who has previously led a team but wants to remain technically hands-on.

Key responsibilities:

• Manage a Helpdesk team, overseeing workload, priorities and performance
• Ensure tickets are appropriately prioritised and resolved within agreed SLAs
• Act as the escalation point for complex technical issues and user concerns
• Lead the configuration and rollout of the new ITSM platform
• Design ticket queues, categories, workflows, escalation processes and automation
• Develop service reporting, dashboards, KPIs, knowledge articles and procedures
• Drive adoption of the new platform and continuously improve service delivery
• Coach and develop team members, promoting excellent customer service standards

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