Helpdesk team leader Work, Jobs in Flixton, Gtm (with Salaries)

ITSM Helpdesk Specialist (ITIL)
Tesco Mobile —Manchester
- Weekend availability
- Hybrid work
- Customer service
- Analysis skills
- Communication skills
- Employee assistance programme
IT Team Leader
Innovative Technology Ltd —Oldham
- Full-time
- Azure
- IT
- Free parking
- Flexible schedule
14d
Customer Service Consultant
HSBC Global Services Limited —Preston
- From £26,000 a year
- Full-time
- Customer service
- Communication skills
- Employee discount
23h
Head of Service Delivery
Kudos Services —Warrington
- Up to £75,000 a year
- Full-time
- Business
- Employee assistance programme
- Life insurance
Quick apply
Customer Service Advisor
The Beauty Tech Group Trading Limited —Manchester
- Weekend availability
- Hybrid work
- Hospitality
- Communication skills
- Free parking
- Work from home
Quick apply
Area Workplace Manager
Government Property Agency —Manchester
- £56,500 - £62,554 a year
- Full-time
- Hospitality
- Management
- Customer service
8d
Static Technical Operative - Electrical
Equans —Manchester
- Full-time
- HVAC
- Annual leave
- Employee assistance programme
5d
Critical Facilities Engineer-Cooling
Salute Inc. —Manchester
- Full-time
- Maintenance
- Communication skills
Quick apply
7d
Lean Practitioner
Mitie —Stockport
- Full-time
- Continuous improvement
- Communication skills
Driver Liaison - Ellesmere
BCA Automotive —Ellesmere Port
- Microsoft Excel
- Microsoft Office
- Communication skills
Quick apply
Maintenance Electrician
CBRE —Bolton
- Full-time
- Customer service
- HVAC
- Communication skills
Engineering Coordinator
Sodexo —Liverpool
- Up to £35,000 a year
- Full-time
- Maintenance
- Administrative experience
- Project management
- Employee assistance programme
Quick apply
8d
ICT Field Technician
St Philip Howard Catholic Voluntary Academy —Glossop
- £28,142 - £31,022 a year
- Weekend availability
- Travel
- School
- Employee assistance programme
1d
Mobile Technical Operative - Mechanical
Equans —Manchester
- Full-time
- Maintenance
- IT
- Communication skills
- Annual leave
- Employee assistance programme

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ITSM Helpdesk Specialist (ITIL)

Tesco Mobile -
Manchester

Apply Now

Job details

Full-time

Benefits

Employee assistance programme

Qualifications

ITIL Certification
Incident management
Customer service
Analysis skills
ITIL
IT support
Root cause analysis
Communication skills
Help desk

Full job description

About the role

As an ITSM Skilled colleague within our OSD Helpdesk team, you will play a vital role in supporting our colleagues, channels, suppliers, and end-users. You’ll handle a wide range of incidents and service requests while helping us maintain stability across our IT environment. You’ll also be involved in wider ITIL processes, contributing to continuous service improvement and helping to minimise business disruption.

This is an exciting opportunity to work collaboratively with a range of teams, develop your ITSM skills, and make a meaningful impact across the business.

Please Note: This role can be based out of either our Manchester or Slough office (based on your home location) and will be hybrid working.

You will be responsible for

Incident & Request Management

Provide first-line technical support across all communication channels.
Log, triage, categorise, prioritise, and resolve incidents and service requests in line with SLAs.
Escalate complex or unresolved issues to appropriate support teams.

Major Incident Management (MIM)

Act as the first responder to major incidents, ensuring prompt assessment and escalation.
Work closely with technical teams to support effective resolution.
Communicate timely incident updates to stakeholders and users.
Participate in post-incident reviews and contribute to root cause analysis.

Problem Management

Identify recurring incidents and support problem detection.
Assist with root cause investigations and documentation of known errors.
Support implementation of workarounds and permanent resolutions.
Maintain the Known Error Database (KEDB) and contribute to knowledge articles.

Post-Incident Review (PIR)

Take part in PIR sessions for major and high-priority incidents.
Contribute to RCA and PIR documentation, including timelines, impact assessment, and lessons learned.
Ensure follow-up actions are tracked and completed.
Help identify process gaps and recommend improvements.

Service Improvement

Analyse trends to identify opportunities for service enhancements.
Support creation of knowledge articles, user guides, and documentation.
Participate in service review meetings and contribute constructive feedback.

Communication & Collaboration

Maintain clear, empathetic, and professional communication with users and IT teams.
Work closely with Incident, Problem, and Change Managers to ensure strong process alignment.
Mentor and support junior helpdesk colleagues as needed.

You will need

Required Skills & Experience

1–3 years’ experience in a helpdesk or IT support role.
Strong understanding of ITIL practices, especially Incident, Problem, and Major Incident Management.
Experience using ITSM tools and a fundamental understanding of the ITIL framework.
Strong troubleshooting and analytical abilities.
A collaborative mindset with excellent communication and customer service skills.
Flexibility to support operational coverage, including potential rota and weekend work.

Preferred Qualifications

ITIL Foundation certification (v4).
Experience working within a SIAM model.
Ability to work effectively both independently and in a high-pressure, fast-paced environment.
Familiarity with monitoring tools and alert management systems.

Whats in it for you?

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 10% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About Us

A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we’ve launched into new services and markets. With more than 5 million customers, we’re the largest mobile virtual network operator in the UK. We’re proud to have an inclusive culture that’s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we’ve embraced the Agile way of working. Agile is more than just a methodology – it’s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do – allowing us to respond at pace to our customers’ needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities. We’re proud to have been accredited Disability Confident Leader and we’re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We’re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you. We work in a more blended pattern - combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.

Apply Now

Refine Your Search

helpdesk team leader jobs in flixton, gtm

ITSM Helpdesk Specialist (ITIL)

IT Team Leader

Customer Service Consultant

Head of Service Delivery

Customer Service Advisor

Area Workplace Manager

Static Technical Operative - Electrical

Critical Facilities Engineer-Cooling

Lean Practitioner

Driver Liaison - Ellesmere

Maintenance Electrician

Engineering Coordinator

ICT Field Technician

Mobile Technical Operative - Mechanical

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