1,208 Support Leader jobs in the United Kingdom

Help Desk Manager

Northampton - Hybrid - 3 days a week

50,000 - 55,000 / 6 Month FTC

Our client is a market leading digital brand, reshaping the industry through innovation and digital transformation. They are seeking a Help Desk Manager to oversee 1st and 2nd line support, manage escalations, and ensure seamless knowledge transfer and service readiness.

You'll need to be from a helpdesk management background with proven experience in service transitions, ITIL frameworks, and stakeholder engagement. Having experience on transitioning IT support services is a bonus.

We're looking for candidates who possess the following:

• Proven experience working as a Help Desk Manager
• Strong knowledge of ITIL and ITSM best practice
• Experience of migrating a help desk is a bonus

If the above sounds of interest please apply for more information

Berry Recruitment have a new exciting opportunity for a Help desk Administrator for a busy client based in King's Lynn.

The Role:

You will be responsible for assisting the help desk team that manage an active diary of growing teams that consists of engineers, electricians, general maintenance and project engineers.

You'll need to be proactive and ready to solve problems with the help of the team and you will also be responsible for ensuring that engineers have a full but manageable workload.

You will be required to have good organisational skills, have good IT skills and excellent customer service skills.

Duties required include:

• Diary Management & Logistics of Engineers
• Procurement of Parts for Jobs
• Quotations
• Call Handling
• Emails
• Offering Updates of Appointments to Customers and Managing these Processes

Pay: 23, ,000.00 per year

Previous experience within Administration and working within an Administration environment is required.

For further information, please contact Lauren at Berry Recruitment, King's Lynn.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and ability to perform the duties of the job.

Help Desk Manager

Northampton - Hybrid - 3 days a week

50,000 - 55,000 / 6 Month FTC

Our client is a market leading digital brand, reshaping the industry through innovation and digital transformation. They are seeking a Help Desk Manager to oversee 1st and 2nd line support, manage escalations, and ensure seamless knowledge transfer and service readiness.

You'll need to be from a helpdesk management background with proven experience in service transitions, ITIL frameworks, and stakeholder engagement. Having experience on transitioning IT support services is a bonus.

We're looking for candidates who possess the following:

• Proven experience working as a Help Desk Manager
• Strong knowledge of ITIL and ITSM best practice
• Experience of migrating a help desk is a bonus

If the above sounds of interest please apply for more information

A small and friendly hospitality IT/Tech company based in Covent Garden is currently looking for an ongoing temp or temp to perm Service Desk Coordinator.

You will work autonomously managing a team of engineers allocating all incoming support requests from clients, ensuring that the work is distributed evenly to Engineers, is completed on time and updates are provided to clients.

As the Service Desk Coordinator you will be the first point of contact for initial client support requests (telephone, email and online messaging apps). Once the request is logged and allocated to the Engineer, you will liaise with the Engineer for status updates, keeping the client informed on the job’s progress.

The right candidate will have similar experience or with very strong organisational and communication skills.

There is huge scope for progression into a managerial role within the business.

They would however consider a temp only option too.

Salary is up to £35,000 and hourly equivalent on the temp side.

Hours are 8:30am- 5:30pm, Monday to Friday.

A small and friendly hospitality IT/Tech company based in Covent Garden is currently looking for an ongoing temp or temp to perm Service Desk Coordinator.

You will work autonomously managing a team of engineers allocating all incoming support requests from clients, ensuring that the work is distributed evenly to Engineers, is completed on time and updates are provided to clients.

As the Service Desk Coordinator you will be the first point of contact for initial client support requests (telephone, email and online messaging apps). Once the request is logged and allocated to the Engineer, you will liaise with the Engineer for status updates, keeping the client informed on the job’s progress.

The right candidate will have similar experience or with very strong organisational and communication skills.

There is huge scope for progression into a managerial role within the business.

They would however consider a temp only option too.

Salary is up to £35,000 and hourly equivalent on the temp side.

Hours are 8:30am- 5:30pm, Monday to Friday.

• Lead and manage a team of technical support specialists, providing guidance, coaching, and performance management.
• Oversee the daily operations of the helpdesk, ensuring prompt and effective resolution of customer technical issues.
• Develop and implement support processes and procedures to enhance service delivery and efficiency.
• Monitor team performance, key performance indicators (KPIs), and customer satisfaction metrics.
• Handle escalated customer complaints and complex technical issues, providing expert solutions.
• Train and onboard new support team members, ensuring they have the necessary skills and knowledge.
• Collaborate with other departments, such as IT, development, and product management, to address systemic issues.
• Maintain a comprehensive knowledge base and ensure its regular updates.
• Contribute to the selection and implementation of helpdesk and CRM software.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Foster a positive and collaborative team environment.

• Proven experience (minimum 3 years) in a technical support role, with at least 1-2 years in a team leadership or supervisory capacity.
• Strong understanding of IT systems, hardware, software, and networking concepts.
• Experience with ticketing systems and CRM software (e.g., Zendesk, ServiceNow).
• Excellent problem-solving and troubleshooting skills.
• Demonstrable leadership and team management capabilities.
• Exceptional customer service and communication skills, both written and verbal.
• Ability to manage multiple priorities and work effectively under pressure.
• Familiarity with ITIL best practices is highly desirable.
• Relevant IT certifications (e.g., CompTIA A+, Network+) are a plus.
• Experience in a hybrid work environment is beneficial.

Job Title: Helpdesk Team Leader

Salary: 18.38 per hour

Schedule: Full-time, Monday - Friday, 08:00 - 17:00

Location: Worthing

Key Responsibilities:

• Team Leadership & Performance Management: Supervise helpdesk staff, ensuring optimal coverage, performance, training, and adherence to service standards. Monitor individual and team performance, and provide jeopardy management reports to relevant stakeholders.
• Service Request & Workflow Management: Oversee the logging and triaging of service requests (calls and walk-ins) and utilize the CAFAM Planon system for dispatching tasks and maintaining structured workflows.
• Quality Assurance & Financial Oversight: Monitor SLA/KPI compliance (Balanced Score Card), handle complaints, and prepare operational reports. Manage the sub-contractor's inbox, oversee Work In Progress (WIP) for timely billing, and collaborate with the Finance Administrator to ensure accurate Schedule of Rates (SOR).
• Customer Service & Collaboration: Deliver high standards of responsiveness and professionalism to both internal and external customers. Liaise with multi-trade technicians, regional managers, and contractors to coordinate service delivery and maintenance tasks.

Experience / Skills:

• Experience and Role: Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment. Previous experience in a supervisory or team leader position with responsibility for staff performance, development, and workload management.
• System Knowledge and Performance: Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively. Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment.
• Communication and Interpersonal Skills: Excellent communication and interpersonal skills with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels.
• Organisational and Problem-Solving Skills: Strong organisational and problem-solving skills with the ability to prioritise competing demands in a fast-paced environment. Proficiency in Microsoft Office and other digital collaboration tools.
• Compliance, Analysis, and Improvement: Understanding of health, safety, and compliance requirements. Ability to analyse service performance data and contribute to continuous improvement initiatives. Flexibility to adapt to changing priorities and client needs.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.