HELPDESK TEAM LEADER FIXED TERM CONTRACT ILKLEY - HYBRID WORKING UP TO 35,000 (Negotiable)THE COMPANY:We''re exclusively partnering with highly reputable company that is looking to recruit an experienced Technical Support / Helpdesk Team Leader to join the team.As Technical Support / Helpdesk Team Leader, you will be responsible for managing a team of Support Analysts, Managing Workloads, Ensuring Key SLA are achieved, Rota Management and Ensuring high levels of customer service.The role does require an individual who has operated at Team Leader level within a technical environment with a high-level understanding of IT environments such as Networking.This is the perfect opportunity for an individual with good leadership expertise that is keen to learn more about IT to be able to provide hands-on support where required.THE TECHNICAL SUPPORT / HELPDESK TEAM LEADER ROLE:As Technical Support Team Leader, you will be responsible for managing a team of Support Analysts, whilst ensuring high levels of customer serviceMonitoring workloads and ticketing to ensure that all customers are supported within the agreed SLAPreparing Monthly team rotas to ensure resource is providedAssisting with Project Work and CoordinationIdentifying training needs and areas of improvementEnsuring that customers are escalated and responded to rapidlyMaintaining SOPs when processes change/updateProviding reports to the Directors and discussing key insightsSetting team and individual objectives, targets ..... full job details .....