We’re on the lookout for an IT Helpdesk Team Leader to guide a high-performing support team, solve complex challenges, and keep our business running smoothly. If you thrive on leadership, fast problem-solving, and making technology work for people, this is your next move!

Why Gripple?

We’re not just innovators—we’re game-changers. Since 1989, Gripple has led the charge in wire joining and suspension systems. As a 100% employee-owned business, we don’t just hire talent—we invest in it.

What’s in it for you:

Share ownership: Buy a stake in Gripple and the GLIDE group and share in our success

15% non-contributory pension

32 days’ holiday, increasing with long service, plus quarterly ‘thank you’ days and your birthday off

Private healthcare, family-focused policies, and exceptional benefits that support your wellbeing at every stage

World-class product training, career development, and room to grow

The role:

Based at our Norfolk Bridge Works site, you will be reporting to and working with the Global IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT-related issues.

What you’ll be doing:

Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs

Acting as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution

Line managing and developing first line support technicians through regular one-to-ones, coaching and performance reviews

Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity

Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures

Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working

Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes

Planning resource levels to ensure service desk is adequately staffed

Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities

Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality

Ensuring team members have clear development plans and access to relevant training to support their growth and progression

Performing hardware upgrades, repairs and component replacements on desktops, laptops and printers. Skilled in diagnosing common hardware faults, replacing parts such as memory, storage and peripherals, and ensuring devices are tested and returned to service promptly.

Who you are:

A positive, approachable leader with a strong customer-focused mindset and a genuine commitment to delivering great service

Able to manage your own workload effectively whilst setting clear expectations and good working practices across the front-line support team

A natural problem-solver who takes a structured, logical approach to diagnosing issues and finding practical solutions

Comfortable working both independently and collaboratively within a wider IT team

A genuine interest in technology, with an open and curious approach to new tools, ways of working, and continuously learning

Key personal skills

Strong leader with the ability to motivate others and work effectively across the wider IT function

Clear, confident communicator, comfortable handling users, stakeholders, and difficult conversations

Proactive and self-driven, able to take initiative and see tasks through without close supervision

Organised and resilient, able to prioritise team workloads and manage competing deadlines

Analytical problem-solver with strong troubleshooting skills and a drive for continuous improvement

Key technical skills

Strong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune

Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices

Confident in user and access management across core business systems, including Dynamics 365 and ERP platforms

Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data

Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams

Desirable technical skills (not essential)

Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration)

Windows Server Administration

Exposure to macOS

Desirable certifications (not essential)

CompTIA A+

CompTIA Network+

ITIL 4 Foundation Certification

Microsoft 365 Certified: AZ-900, MS-900

The Gripple Spirit

Our values – fun, integrity, passion, entrepreneurship, teamwork, innovation – aren’t just words on a wall. They shape everything we do. Join us, and you’ll experience:

true work-life balance

an inclusive and caring workplace where your ideas matter, and your impact is felt globally