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Helpdesk Team Leader

📍 ISS • West Midlands, England, United Kingdom • Posted June 27, 2026

Fixed Term Contract (8 months) Posted June 27, 2026
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Job Description

Job Description

We are looking for a strong individual with proven service desk experience who can demonstrate delivery of customer service performance results, induction and technical training, and effective team rostering.

Working closely with the Service Delivery Manager, you will set clear direction for the team and ensure that service levels and KPIs are consistently met while contributing positively to overall service performance across shifts and contracts.

Key Responsibilities

  • Achieve contractual and business KPIs and targets
  • Follow procedures to determine the best course of action for customers and the business
  • Provide induction and technical training to team members, liaising with the Service Delivery Manager for additional support
  • Monitor and review staff performance, escalating potential disciplinary issues as required
  • Manage client relationships and expectations, attending progress me...

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