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