Helpdesk Lead 1st & 2nd Line

Role: Helpdesk Lead (1st & 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £40,000 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

• Act as the main point of contact for IT support queries via phone, email, and ticketing system
• Provide 1st and 2nd line technical support to external clients
• Assist in designing, implementing, and improving Helpdesk processes and workflows
• Support ticket triage, prioritisation, and SLA management
• Troubleshoot and resolve hardware, software, and network issues
• Escalate complex issues where appropriate while maintaining ownership
• Manage user accounts (Active Directory, Microsoft 365)
• Support device builds, deployments, and hardware setup
• Attend occasional client site visits to provide onsite support and assist with projects
• Assist with system upgrades, patches, and routine maintenance
• Create and maintain technical documentation and knowledge base materials
• Contribute to continuous service improvement initiatives

What we're looking for

• Previous experience in a Service Desk / IT Support / Helpdesk role
• Experience within an MSP environment is highly desirable
• Strong 1st and 2nd line troubleshooting skills
• Experience working with structured ticketing systems

Strong knowledge of:

• Windows 10/11
• Microsoft 365
• Active Directory (user administration, group policies)
• Basic networking (DNS, DHCP, TCP/IP)
• Highly organised with the ability to bring structure to a growing environment
• Excellent communication and client-facing skills
• Strong problem-solving ability
• Full UK driving licence (or ability to travel to client sites when required)

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 £40,000
• Hybrid working model
• Exposure to both remote and onsite technical environments
• Supportive and collaborative team environment
• Ongoing training and development opportunities
• Clear progression pathway