IT Helpdesk Leader

Pioneering People; Ringwood; On-site; GBP 35,000 - 38,000; Full time

Job summary

A renowned IT service provider in the United Kingdom is seeking an IT Helpdesk Lead to oversee daily helpdesk operations and support a dynamic team. The ideal candidate has a strong background in technical support and operational leadership, with expertise in managing Windows environments and client relations. This role offers competitive compensation up to £38K, a supportive team dynamic, and opportunities for professional growth.

Benefits

22 days annual leave

Supportive team environment

Professional growth opportunities

Qualifications

• Experience managing Windows domain environments.
• Proven track record in supporting 2nd line engineering roles.
• Strong ability to lead and guide a technical support team.

Responsibilities

• Oversee daily helpdesk operations and manage workload.
• Ensure service delivery aligns with SLAs and KPIs.
• Conduct remote diagnosis and technical support.

Skills

Problem-solving

Customer communication

Technical support

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

Active Directory

Ticketing platforms (e.g., ConnectWise Manage)

Remote support tools (e.g., ScreenConnect)

Windows Server

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 IT 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 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.