Job Description
Helpdesk Team Leader - Windsor (On-Site) - MSP - £40k-£45k
Do you thrive leading technical teams and want to join a long-established MSP with over 30 years of success and a huge roadmap for growth?
This Windsor-based Managed Services Provider is looking for a Helpdesk Team Leader to take charge of their busy Service Desk. You'll lead 4 Helpdesk Engineers and 4 Field Engineers, supporting over 100 contracted clients across environments ranging from 10 to 200+ users.
With newly achieved ISO certifications and a fresh PSA system (Halo) rolling out this year, this is an exciting time to step in and shape process, performance, and culture. This role is fully on-site, working 8:30am-5:30pm.
What you'll be doing:
Step into a key leadership role, taking responsibility for day-to-day Helpdesk operations, team performance, and technical escalations.
* Leading, mentoring, and developing an 8-engineer team (Helpdesk + Field).
* Overseeing ticket queues, SLAs, KPIs, and ensuring consistently high customer service.
* Acting as the senior escalation point and working alongside Tier 3 engineers.
* Owning the PSA system (Halo): workflows, automation, reporting, and best-practice ticket management.
* Running 1-1s, PDPs, performance reviews, and driving continuous improvement.
* Coordinating Field Engineer schedules and ensuring smooth onsite support operations.
* Supporting project delivery including:
o Microsoft 365 migrations
o Azure deployments
o Infrastructure refreshes
o Backup & DR improvements
* Maintaining ISO-aligned documentation and driving process maturity.
What you'll need
* Experience leading or supervising a Service Desk/Helpdesk team within an MSP.
* Strong technical grounding (2nd Line level) across Microsoft 365, networking, Windows Server etc.
* Calm, structured escalation management - especially during busier periods.
* Excellent communication, organisation, and multitasking skills.
* Familiarity with PSA/ITSM platforms (Halo ideal, AutoTask/ConnectWise great too).
* Understanding of ITIL principles.
* Full UK driving licence
Nice to have:
* Azure experience, Backup tech (Acronis etc.), WatchGuard / similar firewall exposure
* Experience in ISO environments
* Previous project or client-facing technical consultancy work
What you'll get
* £40,000-£45,000 salary (DOE)
* 25 days holiday + bank holidays
* Company pension
* Regular training & development
* Clear progression opportunities within a stable, respected MSP
* A supportive team environment with real autonomy and influence
This is a brilliant opportunity to put your stamp on a growing helpdesk function, lead a capable team, and play a meaningful role in an established MSP's next chapter of evolution.
Interested?
Don't worry if your CV isn't up to date - reach out to Gianluca @ circlerecruitment (dot) com for a confidential chat.
Keywords: Helpdesk Team Leader, IT Team Lead, MSP, Service Desk Manager, Microsoft 365, Azure, ITIL, Halo PSA, Windsor, Berkshire, Slough, Staines, Managed Services
Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment, Twitter - @Circle_Rec and LinkedIn - Circle Recruitment.