Job Description
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.
Role: Helpdesk Lead (1st & 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £40,000 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
* Act as the main point of contact for IT support queries via phone, email, and ticketing system
* Provide 1st and 2nd line technical support to external clients
* Assist in designing, implementing, and improving Helpdesk processes and workflows
* Support ticket triage, prioritisation, and SLA management
* Troubleshoot and resolve hardware, software, and network issues
* Escalate complex issues where appropriate while maintaining ownership
* Manage user accounts (Active Directory, Microsoft 365)
* Support device builds, deployments, and hardware setup
* Attend occasional client site visits to provide onsite support and assist with projects
* Assist with system upgrades, patches, and routine maintenance
* Create and maintain technical documentation and knowledge base materials
* Contribute to continuous service improvement initiatives
What we're looking for
* Previous experience in a Service Desk / IT Support / Helpdesk role
* Experience within an MSP environment is highly desirable
* Strong 1st and 2nd line troubleshooting skills
* Experience working with structured ticketing systems
Strong knowledge of:
* Windows 10/11
* Microsoft 365
* Active Directory (user administration, group policies)
* Basic networking xsngvjr (DNS, DHCP, TCP/IP)
* Highly organised with the ability to bring structure to a growing environment
* Excellent communication and client-facing skills
* Strong problem-solving ability
* Full UK driving licence (or ability to travel to client sites when required)
Desirable (Not Essential)
* Experience in an MSP environment
* Exposure to Azure or Intune
* IT certifications (CompTIA, Microsoft, ITIL etc.)
What's on Offer
* Salary up to £40,000
* Hybrid working model
* Exposure to both remote and onsite technical environments
* Supportive and collaborative team environment
* Ongoing training and development opportunities
* Clear progression pathway