Helpdesk Leader

entrust IT Careers; Ringwood; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A leading IT support company in Ringwood is looking for a Helpdesk Lead to oversee helpdesk operations and ensure excellent service delivery. The ideal candidate will have strong problem-solving skills and experience as a 2nd line engineer, promoting customer satisfaction in a dynamic environment. This role offers a competitive salary and a supportive team atmosphere.

Benefits

Competitive salary (£35-£38k dependent on experience)

22 days annual leave

Supportive team environment

Qualifications

• Experience as a 2nd line engineer in a helpdesk environment.
• Ability to manage and prioritize technical issues effectively.
• Strong communication skills for customer interactions.

Responsibilities

• Oversee day-to-day helpdesk operations.
• Act as a senior engineer and team leader.
• Ensure service KPIs and processes are met.

Skills

Problem-solving

Team leadership

Customer communication

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 commitmentensuring 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.

Whats 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