Helpdesk Leader

entrust IT; England; On-site; GBP 35,000 - 38,000; Full time

Job summary

A leading IT support company in the United Kingdom is seeking a Helpdesk Lead to oversee helpdesk operations. The role requires engaging with technical issues, mentoring the team, and ensuring customer satisfaction. Candidates should have strong problem-solving skills, experience in a 2nd line role, and excellent communication abilities. The position offers a salary of up to £38K with great benefits and opportunities for professional growth.

Benefits

Competitive salary

22 days annual leave

Professional growth opportunities

Supportive team environment

Qualifications

• Proven experience in a 2nd line support role.
• Confidence in leading a team in a high-pressure environment.
• Ability to handle multiple tasks and adjust priorities dynamically.

Responsibilities

• Lead and support the Helpdesk Team in managing ticket workloads.
• Ensure alignment with defined processes, SLAs, and KPIs.
• Conduct remote investigations for technical issues.

Skills

Windows domain environments

Customer support

Problem-solving

Communication

Team leadership

Education

GCSE Maths (Grade C or above)

GCSE English Language (Grade C or above)

GCSE Science or Computer-related subject (Grade C or above)

Tools

Office 365

ScreenConnect

Windows Server

ConnectWise Manage

Job description

Helpdesk Lead Ringwood (with occasional travel to customer sites) Up to £38K & Great Benefits

entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitment ensuring clients receive prompt, effective assistance when they need it most.

We are now seeking a capable and steady Helpdesk Lead to drive service excellence, support our engineers, and maintain strong customer satisfaction in a dynamic technical environment.

The Helpdesk Lead Role:

As Helpdesk Lead, you will oversee day-to-day helpdesk operations, ensuring technical issues are prioritised effectively and resolved to a high standard. You will act as both a senior engineer and a point of leadership guiding the team, managing incoming workload, and ensuring service KPIs and processes are consistently met.

This is a hands-on position suited to a confident 2nd line engineer who enjoys problem-solving, supporting colleagues, and maintaining clear communication with customers, especially during periods of high demand.

What s on Offer?

• Competitive salary (£35-£38k dependent on experience)
• Office based, with some travel to client sites required
• Supportive team environment we value clear thinking, kindness, and collaboration
• 22 days annual leave
• Real variety work with different clients and solve a wide range of technical challenges
• Professional growth we ll support your development every step of the way

Key Responsibilities of the Helpdesk Lead:

• Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests.
• Ensure service delivery aligns with defined processes, SLAs, and KPIs.
• Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems.
• Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues only when necessary.
• Take ownership of assigned tickets through to completion, acting as an internal advocate for the customer.
• Monitor system alerts, customer calls, and email-based tickets using our central service desk platform.
• Uphold high service standards, adjusting priorities dynamically as circumstances change.
• Contribute to team development by promoting best practices and ensuring process adherence.
• Engage proactively with on-the-job training and maintain personal technical development.

Technical Experience:

• Supporting and maintaining Windows domain environments
• Backup system monitoring and administration
• Multi-person IT support environments
• System alerts, remote diagnosis, and structured escalation practices
• Experience with the following technologies is highly desirable:
• Cloud services (e.g., Office 365, control panels)
• Remote support tools such as ScreenConnect
• Remote Desktop / Hosted Desktop environments
• Active Directory & Entra
• Backup systems
• Broadband and VoIP
• Windows Server and Windows desktop operating systems
• Mac support
• Mobile device support
• Ticketing platforms such as ConnectWise Manage

Qualifications:

• GCSE Maths (Grade C or above, or equivalent)
• GCSE English Language (Grade C or above, or equivalent)
• GCSE Science or Computer-related subject (Grade C or above, or equivalent)

How to Apply

If you are an experienced 2nd line engineer ready to step into a lead role with real operational impact, we would welcome your application. Please submit your CV for immediate consideration.