Helpdesk Team Lead / Manager – West Yorkshire

About the role

We are a fast‑moving IT support and solutions company seeking a motivated Helpdesk Team Lead / Manager to own and develop our support function across West Yorkshire. You will lead a team of engineers, act as the escalation point for complex issues, and ensure high standards of service delivery.

Key responsibilities

• Lead, motivate and develop a team of helpdesk engineers.
• Serve as the primary escalation point for technical problems.
• Set and monitor response times, ticket quality, and customer satisfaction targets.
• Track SLAs and KPIs, adjusting processes when needed.
• Collaborate with senior management to improve tools and workflows.
• Bridge communication between the helpdesk team and wider business units.

Required profile

• Proven experience in an IT helpdesk or technical support environment.
• Previous team‑lead or supervisory experience, or readiness to step up.
• Strong understanding of IT infrastructure and networking.
• Calm under pressure with excellent communication skills.
• Passion for customer service and continuous improvement.

Required skills

• IT infrastructure
• Networking
• ConnectWise
• Autotask
• Freshdesk
• ITIL frameworks

What we offer

• Key leadership role with real influence over team operations.
• Supportive, collaborative environment where ideas are heard.
• Opportunities for growth as the business expands.
• Competitive salary range.