Job Title

Job DescriptionA high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.Role: Helpdesk Lead (1st & 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to 40,000 per annumOverviewOur 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 ResponsibilitiesAct as the main point of contact for IT support queries via phone, email, and ticketing systemProvide 1st and 2nd line technical support to external clientsAssist in designing, implementing, and improving Helpdesk processes and workflowsSupport ticket triage, prioritisation, and SLA managementTroubleshoot and resolve hardware, software, and network issuesEscalate complex issues where appropriate while maintaining ownershipManage user accounts (Active Directory, Microsoft 365)Support device builds, deployments, and hardware setupAttend occasional client site visits to provide onsite support and assist with projectsAssist with system upgrades, patches, and routine maintenanceCreate and maintain technical documentation and knowledge base materialsContribute to continuous service improvement initiativesWhat we're looking forPrevious experience in a Service Desk / IT Support / Helpdesk roleExperience within an MSP environment is highly desirableStrong 1st and 2nd line troubleshooting skillsExperience working with structured ticketing systemsStrong knowledge of:Windows 10/11Microsoft 365Active Directory (user administration, group policies)Basic networking xjdpvnf (DNS, DHCP, TCP/IP)Highly organised with the ability to bring structure to a growing environmentExcellent communication and client-facing skillsStrong problem-solving abilityFull UK driving licence (or ability to travel to client sites when required)Desirable (Not Essential)Experience in an MSP environmentExposure to Azure or IntuneIT certifications (CompTIA, Microsoft, ITIL etc.)What's on OfferSalary up to 40,000Hybrid working modelExposure to both remote and onsite technical environmentsSupportive and collaborative team environmentOngoing training and development opportunitiesClear progression pathway