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Technical Helpdesk Team Leader
M Group Ltd
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Source date: 11/3/2026
About this role
Right across infrastructure, there’s a requirement to not only maintain , but also renew and reimagine. Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive. What will you be doing? The Team Leader is responsible for the effective day-to-day management, development and performance of the Technical Support team, ensuring the delivery of high-quality operational and technical support to meter technicians, field operations and key stakeholders. The role provides leadership across all technical support activities, including smart metering scheming support, equipment management, system and process administration, incident management and continuous improvement initiatives. The Team Leader will ensure service levels are achieved, risks are identified and mitigated, and team members are developed to deliver an excellent customer and colleague experience. The post holder will drive operational excellence, support business change, and act as the first point of escalation for complex technical, customer or operational issues. Duties & Responsibilities Leadership & People Management • Lead, motivate and develop a team of Technical Support Advisors to achieve individual and team objectives. • Conduct regular 1:1s, performance reviews and coaching sessions to support employee development and engagement. • Manage attendance, performance, conduct and capability matters in line with company policies. • Create a positive, inclusive and high-performing team culture. • Support succession planning and identify development opportunities across the team. • Ensure all team members are appropriately trained and competent in their roles. Operational Management • Oversee the delivery of all technical support activities for field operations and meter technicians. • Monitor workload volumes and allocate resources effectively to ensure service levels and operational targets are achieved. • Manage escalated technical issues relating to smart metering, handheld devices, mobile equipment, system failures and field support requirements. • Ensure key operational tasks are completed accurately and within agreed timescales. • Lead daily performance reviews and monitor team productivity, quality and customer outcomes. • Escalate operational risks and service issues where required and ensure appropriate action plans are implemented. Stakeholder Management • Act as the primary escalation point for internal and external stakeholders. • Build and maintain strong working relationships across operational, technical and support functions. • Liaise with IT, field management, technical specialists and external suppliers to resolve complex issues. • Communicate operational updates, risks and performance outcomes to management teams. Process Improvement & Governance • Identify opportunities to improve operational processes, customer experience and team efficiency. • Support the implementation of new systems, processes and business initiatives. • Lead and participate in user acceptance testing for system developments and enhancements. • Ensure compliance with company policies, industry regulations and operational standards. • Review and analyse management information to identify trends, risks and improvement opportunities. • Champion Operational Excellence principles and continuous improvement methodologies. Health & Safety • Promote and maintain a positive Health & Safety culture. • Ensure team compliance with all Health & Safety policies, procedures and safe working practices. • Support incident investigations and corrective actions where required. • Ensure all mandatory training is completed and maintained. • Actively identify and escalate risks relating to employee welfare and operational safety. Essential Requirements • Previous experience leading or supervising operational teams. • Excellent verbal and written communication skills. • Strong stakeholder management and relationship-building skills. • Effective coaching, mentoring and people development capability. • Excellent organisational and planning skills with strong attention to detail. • Strong analytical and problem-solving skills. • Ability to make sound decisions and manage competing priorities. • Experience of driving performance against service levels and operational targets. • Advanced Microsoft Office skills. • Ability to influence change and support business transformation initiatives. • Experience working within regulated operational environments. • Strong customer service focus and commitment to continuous improvement. Technical Knowledge • Smart Metering Operations. • Smart Metering Rollout Strategy. • Meter Asset and Equipment Management. • System and Process Governance. • Regulatory and Industry Obligations. • Operational Excellence methodologies. • Service and Performance Management. What’s in it for you? We offer a range of benefits designed to support your life in and out of work, some of which include; • Matched or contributory pension scheme • Online GP service, 24 hours a day, 365 days a year • Employee assistance programme • My Rewards portal, access to 1000’s of retail discounts • Life assurance • Cycle to work, salary finance and give as you earn schemes • Enhanced maternity, paternity leave and adoption leave • Reward and recognition scheme About us We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. We are one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours. • We’re responsible and go further for our people, clients, communities and the planet • We’re open and seek new and better ways of exceeding expectations • We’re together and as one team; the whole is greater than the sum of the parts • We’re ambitious and embrace opportunity, to lead essential infrastructure services for life Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. It’s an exceptional time to be a part of M Group. Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. #MGroupE IND2