Help Desk Support - Team Lead Jobs

InspHire

Location:
United Kingdom, Nottingham

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

inspHire (part of KCS Group) is a leading provider of hire and rental software to businesses of all sizes, across the globe. With industry experience surpassing 20 years is, inspHire has developed a variety of products that have been designed specifically to allow rental businesses to streamline processes, maximise equipment utilisation and increase profitability. This team is responsible for providing inspHire software support to customers. This is delivered via email or phone. This is a close diverse Team who are very collaborative. We have a large bank of resources to train and promote achievement. The whole team contribute to department goals and everyone makes a difference. If you do decide to join us there will be a bespoke training package for you to get up to speed. As a Helpdesk Support Team Lead you will be responsible for supporting a small team within a larger group of 20+ people. It’s a ‘lead from the front’ post where you will be supporting all of our clients with system issues, upgrades etc.

Job Responsibility:

Motivation and leadership of your team
Manage the workload between the team, supporting where necessary
Dealing with case management, setting customer expectations and assigning daily schedules
Ensure team are working to inspHire agreed SLA’s
Be the first person and level of escalation for any issues
Facilitate training for the team and provide updates to Help Desk Manager on SLA’s and performance
Ensure that the team maintain high levels of support to the customers
Case management
Regularly review own and Analyst case list, ordering by priority and oldest first
Support the team to provide timely updates in accordance to inspHire SLA, as well as your own cases
Deliver once a week case reviews
Provide an initial response to all incoming queries and a case number in that instance
Ensure consistent, meaningful, high quality updates in accordance to the inspHire SLA
Be the first level of escalation, leading by example and setting the customers’ expectations
Incident management
Provide weekly reporting and report back to Helpdesk Manager
Develop the team in training and development, supporting them in the ability to reach their full potential
Managing daily rotas to ensure the desk is covered at all times

Requirements:

Customer service focused
Confident leader, with the natural ability to motivate and lead a team
Decision-maker under pressure
Understands priority and urgency of customers business requirements
Business/commercial awareness
IT Service awareness (knowledge of working on operating systems and architecture of servers)
Strong communicator
Forward-thinking/proactive nature
Multi-tasker

What we offer:

Bespoke training package
Large bank of resources to train and promote achievement

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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Help Desk Support - Team Lead