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:
Microsoft 365 migrations
Azure deployments
Infrastructure refreshes
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
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