Job Description
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
* Help shape tooling decisions (ticketing systems, monitoring tools, RMM platforms)
Technical Responsibilities (Hands-On)
* 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
* Maintain ownership of escalations and resolution
Commercial & Planning Input
* Support with budgeting and forecasting for the Helpdesk
* Advise on tools, licensing and technology investments
* Help plan future hiring as the business grows
* Ensure technical delivery aligns with our service offerings and client expectations
What We're Looking For
* Experience within a Service Desk / IT Support / Helpdesk role
* Strong 1st and 2nd line troubleshooting capability
* Experience in an MSP environment (highly desirable)
Knowledge of:
* 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
* Full UK driving licence (or ability to travel to client sites)
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 £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