JOB TITLE: 1ST LINE IT HELPDESK TEAM LEADER

Contract: Temporary - 6 weeks cover (with strong potential to extend)
Location: A leading FE College in South Yorkshire
Hours: Full-time, 37 hours per week
Pay: £14 per hour + holiday pay
Start Date: Immediate - hit the ground running and make an impact from day one!

ESSENTIAL SKILLS AND EXPERIENCE INCLUDE:

• Previous experience in IT Helpdesk / IT Support (1st line or higher).
• Experience supervising or leading a team.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer service skills.
  About Protocol
  Protocol are the specialist full-service recruiter dedicated to education, training and skills. People are at the heart of everything we do. We place people first. We’re more than a recruitment agency - we pride ourselves on our ongoing support and aftercare delivered by our expert team. Whatever your career goals, we’ve got the right role for you. With a wide range of temporary and permanent positions available, from lecturing and training jobs.
  The legal bit…
  If you are successful, Protocol is required to see evidence of your Right to Work in the UK; in addition to you applying for an enhanced DBS Certificate should you not already hold a suitable certificate registered on the DBS Update Service. The position is subject to agreement to Terms and Conditions and suitable application and reference process. As a result of the volume of applications we are currently receiving we regret that we may be unable to respond with individual feedback. If we have not contacted you within two weeks of your application being received then regretfully your application will not be taken forward on this occasion
  Job Types: Full-time, Temporary
  Pay: £14.00 per hour
  Work Location: In perso

ABOUT THE ROLE

We are seeking an experienced and motivated 1st Line IT Helpdesk Team Leader to join an FE College in South Yorkshire on a temporary basis (initially 6 weeks, with potential for extension). This is a fantastic opportunity for a technically skilled and customer-focused individual to step into a leadership role and ensure the smooth running of our frontline IT Helpdesk services.
In this role, you will provide both hands-on technical support and day-to-day leadership of the 1st Line Support team, ensuring efficient ticket management, timely issue resolution, and adherence to SLAs. You will act as the primary point of contact for escalations, supporting staff, students, and external clients across the Group.

KEY RESPONSIBILITIES

• Lead and supervise the 1st Line IT Helpdesk team to deliver excellent customer service.
• Oversee day-to-day Helpdesk operations, ensuring timely and professional handling of IT enquiries.
• Act as escalation point for complex or urgent issues.
• Monitor and analyse Helpdesk requests to identify recurring or underlying IT problems.
• Maintain and update the staff portal with service-impact updates.
• Produce reports and high-quality written communications.
• Support continuous improvement of Helpdesk processes and team development.
• Build strong working relationships with staff, students, and external clients.