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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.
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.
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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.
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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
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