Helpdesk Lead | Ringwood (with occasional travel to customer sites) | Up to £38K & Great Benefits
entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitment—ensuring clients receive prompt, effective assistance when they need it most.
We are now seeking a capable and steady Helpdesk Lead to drive service excellence, support our engineers, and maintain strong customer satisfaction in a dynamic technical environment.
The Helpdesk Lead Role:
As Helpdesk Lead, you will oversee day-to-day helpdesk operations, ensuring technical issues are prioritised effectively and resolved to a high standard. You will act as both a senior engineer and a point of leadership—guiding the team, managing incoming workload, and ensuring service KPIs and processes are consistently met.
This is a hands-on position suited to a confident 2nd line engineer who enjoys problem-solving, supporting colleagues, and maintaining clear communication with customers, especially during periods of high demand.
What’s on Offer?
* Competitive salary (£35-£38k dependent on experience)
* Office based, with some travel to client sites required
* Supportive team environment – we value clear thinking, kindness, and collaboration
* 22 days annual leave
* Real variety – work with different clients and solve a wide range of technical challenges
* Professional growth – we’ll support your development every step of the way
Key Responsibilities of the Helpdesk Lead:
* Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests.
* Ensure service delivery aligns with defined processes, SLAs, and KPIs.
* Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems.
* Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues only when necessary.
* Take ownership of assigned tickets through to completion, acting as an internal advocate for the customer.
* Monitor system alerts, customer calls, and email-based tickets using our central service desk platform.
* Uphold high service standards, adjusting priorities dynamically as circumstances change.
* Contribute to team development by promoting best practices and ensuring process adherence.
* Engage proactively with on-the-job training and maintain personal technical development.
Technical Experience:
* Supporting and maintaining Windows domain environments
* Backup system monitoring and administration
* Multi-person IT support environments
* System alerts, remote diagnosis, and structured escalation practices
* Experience with the following technologies is highly desirable:
* Cloud services (e.g., Office 365, control panels)
* Remote support tools such as ScreenConnect
* Remote Desktop / Hosted Desktop environments
* Active Directory & Entra
* Backup systems
* Broadband and VoIP
* Windows Server and Windows desktop operating systems
* Mac support
* Mobile device support
* Ticketing platforms such as ConnectWise Manage
Qualifications:
GCSE Maths (Grade C or above, or equivalent)
GCSE English Language (Grade C or above, or equivalent)
GCSE Science or Computer-related subject (Grade C or above, or equivalent)
How to Apply
If you are an experienced 2nd line engineer ready to step into a lead role with real operational impact, we would welcome your application. Please submit your CV for immediate consideration