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NEXTECH GROUP Logo NEXTECH GROUP · IT - Administration

Helpdesk Team Lead / Manager

United Kingdom, Leeds Employment contract 35000.00 - 50000.00 GBP / Year · Job Posted June 30, 2026
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Job Description

We're a fast-moving IT support and solutions company, and we're looking for a sharp, motivated Helpdesk Team Lead / Manager to take ownership of our support function and drive it forward across West Yorkshire. If you're someone who loves solving problems and loves helping people grow, this one's for you.

Job Responsibility

  • Leading and motivating a team of helpdesk engineers to deliver outstanding first-class support
  • Being the go-to escalation point for complex technical issues
  • Setting the standard for response times, ticket quality, and customer satisfaction
  • Coaching and developing your team through regular 1-to-1s and performance reviews
  • Keeping a close eye on SLAs and KPIs - and knowing what to do when things need to shift
  • Working closely with senior management to improve processes and tools
  • Acting as a bridge between the helpdesk team and the wider business

Requirements

  • Proven experience in an IT helpdesk or technical support environment
  • Previous team lead or supervisory experience (or ready to make that step up)
  • A solid understanding of IT infrastructure, networking, and common support tooling
  • Someone who stays calm under pressure and leads by example
  • Strong communication skills - with both your team and end users
  • A genuine passion for great customer service and continuous improvement

Nice to have

  • Experience with ITIL frameworks or service desk platforms (e.g. ConnectWise, Autotask, Freshdesk)
  • Relevant certifications (CompTIA, Microsoft, ITIL Foundation, etc.)

What we offer

  • A key leadership role with real influence over how the team operates
  • A supportive, collaborative environment where your ideas are heard
  • Opportunities to grow as the business grows
  • Competitive salary (dependent on experience)
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