Helpdesk Lead 1st & 2nd Line

Role: Helpdesk Lead (1st & 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £45,000 per annum

Overview

Our 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 Responsibilities

You will be responsible for both delivering support and helping define how support is delivered.

Service Delivery & Operational Build

• Design and implement Helpdesk processes, workflows and best practices
• Create a 12-24 month Service Desk roadmap
• Establish ticket triage models and escalation paths
• Define and manage SLA structures and performance reporting
• Build and maintain documentation standards and knowledge base resources
• Contribute to continuous service improvement initiatives
• Help shape tooling decisions (ticketing systems, monitoring tools, RMM platforms)

Technical Responsibilities (Hands-On)

• Act as main point of contact for 1st and 2nd line support queries
• Troubleshoot Windows 10/11, Microsoft 365, Active Directory and networking issues
• Manage user administration (AD, M365)
• Support device builds, deployments and patch management
• Perform onsite client visits when required
• Maintain ownership of escalations and resolution

Commercial & Planning Input

• Support with budgeting and forecasting for the Helpdesk
• Advise on tools, licensing and technology investments
• Help plan future hiring as the business grows
• Ensure technical delivery aligns with our service offerings and client expectations

What We're Looking For

• Experience within a Service Desk / IT Support / Helpdesk role
• Strong 1st and 2nd line troubleshooting capability
• Experience in an MSP environment (highly desirable)

Knowledge of:

• Windows 10/11
• Microsoft 365
• Active Directory
• Basic networking (DNS, DHCP, TCP/IP)
• Experience working with structured ticketing systems
• Exposure to SLA management and process improvement
• Organised, structured and commercially aware mindset
• Confident communicator with client-facing experience
• Full UK driving licence (or ability to travel to client sites)

Desirable (Not Essential)

• Experience in an MSP environment
• Exposure to Azure or Intune
• IT certifications (CompTIA, Microsoft, ITIL etc.)

What's on Offer

• Salary up to £45,000
• Hybrid working model
• Exposure to both remote and onsite technical environments
• Supportive and collaborative team environment
• Ongoing training and development opportunities
• Clear progression pathway