Help Desk Lead

Criterion Hospitality Ltd; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Criterion Hospitality Ltd is seeking an experienced Helpdesk Team Lead to coordinate and enhance corporate IT support across multiple sites, including offices, hotels and construction sites.

You will own Microsoft 365 tenant administration, manage Windows environments, and drive RMM, MFA, SSO, and other IT solutions while collaborating with project leads and the wider IT team.

Qualifications

• Experience leading a helpdesk team across multi-site environments.
• Strong Microsoft 365 administration and tenant ownership.
• Solid knowledge of Windows environments, cloud services and corporate software.
• Experience implementing and managing IT security practices (MFA, SSO).
• Experience with Veeam backup operations.

Responsibilities

• Lead and coordinate day-to-day helpdesk activities across multiple sites.
• Manage workload, priorities and time of helpdesk staff.
• Provide technical support across offices, hotels and construction sites.
• Take ownership of Microsoft 365 tenant administration.
• Support Windows environments, servers, cloud services and corporate software.
• Lead delivery of RMM, MFA, SSO and other corporate IT solutions.
• Own desktop-management and monitoring tools implementation.
• Oversee Veeam backup operations.
• Collaborate with IT leads across projects and networking.

Skills

Microsoft 365 administration

Windows environments

Cloud services

RMM platforms

MFA

SSO

IT security practices

Veeam

Desktop and server support

Leadership

Team coordination

Communication

Prioritisation

Tools

Veeam

RMM platforms

Job description

Due to continued business growth and an increasing number of projects, we are expanding our IT function and looking for an experienced Helpdesk Team Lead to join our existing team.

This is a newly created position that will add further leadership and technical capacity across our offices, hotels and construction sites. You will work collaboratively with the wider IT team while taking clear ownership of your areas of responsibility.

The role

You will help lead and coordinate the delivery of corporate IT support across Microsoft 365, desktop systems, servers, cloud services and other business applications.

Working alongside our existing IT team and leads across projects, applications and networking, you will manage helpdesk priorities and ensure effective support is provided both on-site and remotely.

Key responsibilities will include:

• Leading and coordinating day-to-day helpdesk activities
• Managing the workload, priorities and time of helpdesk staff
• Providing technical support across offices, hotels and construction sites
• Taking ownership of Microsoft 365 tenant administration
• Supporting Windows environments, servers, cloud services and corporate software
• Managing and implementing RMM, MFA, SSO and other corporate IT solutions
• Taking ownership of assigned desktop-management and monitoring tools
• Supporting and managing Veeam backup operations
• Collaborating with IT leads across projects, applications and networking
• Ensuring technical issues are prioritised and resolved efficiently

Required technical experience

• Advanced Microsoft 365 administration, with the ability to take ownership of a tenant
• Strong knowledge of Windows environments, cloud services and general corporate software
• Experience implementing and managing RMM platforms
• Strong understanding of MFA, SSO and IT security practices
• Experience using Veeam
• Broad experience in desktop and server support

About you

You will be organised, proactive and comfortable working within a busy, multi-site IT environment. You will be confident taking ownership of your responsibilities while collaborating closely with the wider team.

You will plan effectively, manage competing demands and prioritise work according to urgency and business impact. Strong communication and leadership skills are essential, together with the ability to support colleagues at all levels.