Helpdesk Lead 1st & 2nd Line
12 days ago
Wellingborough
Role: Helpdesk Lead (1st & 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £45,000 per annum Overview Our client is a newly established Managed Service Provider (MSP) with ambitious growth plans and a strong commitment to delivering exceptional service to its customers. As part of building its Helpdesk function from the ground up, our client is seeking a proactive, highly organised Helpdesk Lead to play a key role in shaping and developing the Service Desk operation. This opportunity goes beyond a traditional Service Desk position. It is ideal for an experienced IT support professional who wants to combine hands-on 1st and 2nd line support with operational responsibility - helping to implement structure, improve processes, and contribute to building a high-performing support function. Key Responsibilities You will be responsible for both delivering support and helping define how support is delivered. Service Delivery & Operational Build • Design and implement Helpdesk processes, workflows and best practices, • Create a 12-24 month Service Desk roadmap, • Establish ticket triage models and escalation paths, • Define and manage SLA structures and performance reporting, • Build and maintain documentation standards and knowledge base resources, • Contribute to continuous service improvement initiatives, • Act as main point of contact for 1st and 2nd line support queries, • Troubleshoot Windows 10/11, Microsoft 365, Active Directory and networking issues, • Manage user administration (AD, M365), • Support device builds, deployments and patch management, • Perform onsite client visits when required, • Support with budgeting and forecasting for the Helpdesk, • Advise on tools, licensing and technology investments, • Help plan future hiring as the business grows, • Experience within a Service Desk / IT Support / Helpdesk role, • Strong 1st and 2nd line troubleshooting capability, • Windows 10/11, • Microsoft 365, • Active Directory, • Basic networking (DNS, DHCP, TCP/IP), • Experience working with structured ticketing systems, • Exposure to SLA management and process improvement, • Organised, structured and commercially aware mindset, • Confident communicator with client-facing experience, • Experience in an MSP environment, • Exposure to Azure or Intune, • Salary up to £45,000, • Hybrid working model, • Exposure to both remote and onsite technical environments, • Supportive and collaborative team environment, • Ongoing training and development opportunities, • Clear progression pathway