IT Helpdesk Leader

entrust IT; Greater London; Hybrid; GBP 35,000 - 38,000; Full time

Job summary

A leading IT support provider is seeking an IT Helpdesk Lead based in Greater London. This role involves overseeing daily helpdesk operations, ensuring technical issues are prioritized and managed effectively. The ideal candidate is a confident 2nd line engineer with strong communication skills and problem-solving abilities. The position offers a competitive salary up to £38K, professional development opportunities, and a supportive team environment. Occasional travel to client sites is required.

Benefits

22 days annual leave

Supportive team environment

Professional growth opportunities

Varied client interactions

Qualifications

• Experience in a senior engineering role with technical problem-solving skills.
• Hands-on approach with clear communication skills, especially under pressure.
• Ability to dynamically shift priorities and manage changing circumstances.

Responsibilities

• Oversee helpdesk operations and manage team workload.
• Ensure compliance with SLAs and KPIs.
• Conduct diagnostic investigations for technical issues.
• Take ownership of tickets and act as customer advocate.
• Promote best practices and contribute to team training.

Skills

Supporting and maintaining Windows domain environments

Backup system monitoring and administration

Multi-person IT support environments

System alerts, remote diagnosis

Customer communication

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

Active Directory & Entra

ConnectWise Manage

Job description

IT 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 support your development every step of the way

Key Responsibilities of the IT 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.