Helpdesk Lead

The Helpdesk Lead is responsible for leading the helpdesk and end-user support function, ensuring the prompt resolution of hardware, software, and access-related issues, and for the configuration, deployment, and security of end-user endpoints, while coaching and supervising a small team of Helpdesk Technicians.

Responsibilities

• Team Leadership & People Management
  Supervise, coach, and develop a small team of Helpdesk Technicians; manage schedules, ticket workload, and performance to ensure consistent, high-quality support coverage.
• End-User Support & Incident Resolution
  Own first- and second-line technical support for hardware, software, and access-related issues, ensuring tickets are triaged, tracked, and resolved promptly against SLA and KPI targets.
• Endpoint & Device Management
  Configure, deploy, secure, and support desktops, laptops, and mobile devices, including patching, updates, and endpoint security enforcement in line with company policy.
• User Account & Access Support
  Manage day-to-day user account provisioning, permissions, and authentication requests (e.g., Active Directory / Entra ID, email, and business applications), including onboarding and offboarding.
• Network & Connectivity Support (End-User Level)
  Troubleshoot end-user connectivity issues, including VPN access, Wi‑Fi, and printer or peripheral support, escalating network infrastructure issues to the Infrastructure & Security team.
• Service Desk Operations & Reporting
  Maintain and optimize the ticketing system, SLAs, and knowledge base; monitor team performance metrics and drive process improvements to enhance the end-user support experience.
• Documentation & Compliance
  Maintain accurate support documentation, asset records, and standard operating procedures, and support compliance with internal IT policies in partnership with the Infrastructure & Security team.

Requirements

Minimum Level of Education

• Senior Certificate and an IT-related qualification.

Beneficial Qualifications

• ITIL Foundation, CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator, or a People Management / Team Leadership qualification.

Minimum Experience

• 3 to 5 years of experience in a helpdesk / service desk or end-user support environment, including at least 1 year in a senior support or team lead capacity
• Experience in most of the following: Windows 10, 11; Office 365; Ticketing Systems (e.g., Fresh Service); Active Directory / Entra ID (user administration); basic LAN/WAN, VPN and Wi-Fi troubleshooting; printer/peripheral support; endpoint management tools (Intune/SCCM); remote support tools

Beneficial Experience

• Freshservice, Intune, Unifi Management, Tenant Migrations, exposure to SYSPRO ERP or other business applications

Special Skills and Knowledge

• Team Leadership & Coaching
• SLA / KPI Management and Reporting
• Active Directory / Entra ID (User Administration)
• Endpoint Security Awareness & Enforcement
• Onboarding / Offboarding Process Management
• Ticketing System Administration
• Microsoft Office 365 & Business Application Support
• Troubleshooting (Hardware, Software, and Network - Tier 1/2)
• Customer Interaction (Explaining Technical Issues Clearly)
• Remote Support Tools & Techniques
• PowerShell Scripting (Basic Automation)
• OS Installations, Imaging and Upgrades (Desktop/Laptop)
• Basic Network Troubleshooting (LAN/WAN, VPN, Wi-Fi)
• Working under pressure and meeting deadlines
• Exceptional User Support and Communication.

Benefits

• 25 days annual leave + public holidays
• Hybrid working environment (2-3 office days, determined by distance to the office)
• 5% Employer pension contribution
• Private Health Insurance
• Death in Service Benefit equal to 4x salary
• Group Income Protection scheme
• Health Cash Plan
• Employee Assistance Programme
• Cycle to Work Scheme
• Bonus / Commission Payments
• Enhanced Maternity & Paternity Package