Helpdesk Team Leader

Helpdesk Team Leader

I’m recruiting for a well-established MSP who needs a technically strong Helpdesk Team Leader to run their busy service desk. This isn’t just a team leader role — you’ll stay hands-on, get stuck into escalations, and be the go-to technical expert for the team.

If you enjoy balancing leadership with technical problem-solving, this is an excellent move!!

The Role

You’ll be leading a small team of 1st/2nd line engineers while also personally handling complex issues, working directly with clients, and making sure the team hits SLAs. You’ll manage ticket queues, mentor engineers, and ensure the right technical solutions are delivered quickly and effectively.

Key Responsibilities

• Hands-on support: Troubleshoot and resolve escalated 2nd/3rd line tickets
• Leadership: Mentor engineers, review work quality, and manage performance
• Prioritisation: Oversee ticket flow, manage escalations, and meet SLAs
• Technical delivery: Configure, administer, and maintain client systems
• Process improvement: Spot recurring issues, implement fixes, and improve documentation
• Client engagement: Act as a point of contact for key clients during escalations

Tech Stack You’ll Be Working With

• Unify – Telephony system configuration, user setup, and troubleshooting
• Google Workspace – User management, email routing, security & policy admin
• Microsoft 365 – Exchange Online, Teams, SharePoint, Intune, and security
• Networking fundamentals (DNS, DHCP, VPN, firewalls)
• Windows Server and Active Directory environments

What We’re Looking For

• Ideally experience leading or being an escalation point within a service desk/helpdesk team (MSP experience highly preferred)
• Strong troubleshooting skills across Unify, Google Workspace, and M365 environments
• Confident in handling escalated technical issues and staying hands-on
• Excellent communication skills and ability to manage client relationships
• A proactive, process-driven approach to improving service delivery

What’s On Offer

• Competitive salary + benefits
• Hands-on technical exposure to a wide range of clients and technologies
• Opportunity to shape the service desk and influence technical standards
• Career progression within a growing MSP