Job Title: Helpdesk Team Leader

Salary: £35,000 Per Annum

Location: Swansea, Wales (Full-time)

Who We Are

We’re one of the largest adult social care providers in the UK today – and we plan to keep growing and benefiting more lives.  Our support is dynamic, person-centred and fulfilling, so people can enjoy a flourishing life. We deliver care and support with energy, passion and positivity.

We're very proud to be recognised as one of the best organisations to work in by  ‘The Sunday Times Best Places to Work 2024 & 2025'.

Role Overview

• Reporting to the Helpdesk Manager, you will manage a team of IT Support Analysts who provide 2nd and 3rd line technical support to our colleagues.
• You will ensure colleagues receive excellent IT customer service and that service levels are maintained to the highest standards.
• You will provide technical guidance and act as an escalation point for your team when resolving issues and challenges. * You will drive innovation within the team while ensuring processes and procedures are adhered to.

Your Responsibilities

2nd & 3rd Line Support

• Oversee the daily operations of the Helpdesk team, ensuring timely and effective resolution of user issues.
• Generate regular reports on support activities, team performance and other IT‑related metrics.
• Ensure incidents are logged, prioritised and resolved according to SLAs.
• Conduct root cause analysis for recurring issues and implement corrective actions.
• Coordinate with technical teams and other stakeholders to resolve complex issues.
• Collaborate with business stakeholders to understand their IT support needs and expectations.
• Communicate regularly with stakeholders to provide updates on support activities and gather feedback.
• Ensure alignment between user requirements and support team efforts.
• Identify opportunities for improving support processes and implement solutions to enhance efficiency and service quality.
• Stay updated with the latest industry trends and best practices in application support.
• Maintain accurate documentation of support processes, procedures and issue resolutions.
• Ensure documentation is up to date and accessible to relevant stakeholders.

Team Leadership

• Plan, manage and review team activities, ensuring resources are used efficiently and a high‑quality service is delivered.
• Take ownership of your area and drive the team forward in line with business strategy.
• Delegate work appropriately while maintaining accountability.
• Act as an escalation point for quality matters raised by your team.
• Lead, mentor and motivate a team of EUC Support Analysts.
• Conduct performance reviews, provide feedback and set development goals.
• Organise regular team meetings to ensure effective communication and collaboration.
• Foster a culture of continuous learning and development.
• Ensure succession plans are maintained and that training and tools are available to support stand‑in cover when required.

The Main Skills and Experience for This Role

Essential

• 2+ years’ team leadership or management experience within the IT sector.
• Excellent leadership and team management skills.
• Strong problem‑solving and analytical abilities.
• Experience in reactive and proactive problem management.
• Proficiency with support ticketing systems and ITSM tools.
• Excellent knowledge of Windows operating systems.
• Strong M365 administration skills and good knowledge of M365 tools and services.
• Proficiency in MS Office Suite including M365, SharePoint, Teams and common business applications.
• Strong understanding of network and security principles.
• Strong network troubleshooting experience.
• Strong understanding of ITIL processes and best practices.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and work effectively under pressure.

Desirable

• Previous experience working in the care sector.
• Microsoft Teams Telephony knowledge.
• Knowledge of macOS, iOS and Android operating systems.
• Relevant qualifications or certifications (Microsoft, Cisco, CompTIA A+ etc).

Our Support

We go beyond expectations for our colleagues as well as the people we support. Our reward package includes much more than pay. Your birthday off with pay after a year of service and there is a £300 refer a friend scheme too!

In addition, we also offer the following:

• Industry-leading recognition
• Social, financial and emotional wellbeing
• Training and development to reach your potential

If you’re ready for a job that can truly make a difference and you’re up for a challenge, then this is the role for you!

INDF