Helpdesk Team Leader

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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