Role: Helpdesk Lead (1st & 2nd Line)
Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)
Salary: Up to £45,000 per annum
Overview
Our client is a newly established Managed Service Provider (MSP) with ambitious growth plans and a strong commitment to delivering exceptional service to its customers. As part of building its Helpdesk function from the ground up, our client is seeking a proactive, highly organised Helpdesk Lead to play a key role in shaping and developing the Service Desk operation.
This opportunity goes beyond a traditional Service Desk position. It is ideal for an experienced IT support professional who wants to combine hands-on 1st and 2nd line support with operational responsibility - helping to implement structure, improve processes, and contribute to building a high-performing support function.

Key Responsibilities
You will be responsible for both delivering support and helping define how support is delivered.
Service Delivery & Operational Build
*Design and implement Helpdesk processes, workflows and best practices
*Create a 12-24 month Service Desk roadmap
*Establish ticket triage models and escalation paths
*Define and manage SLA structures and performance reporting
*Build and maintain documentation standards and knowledge base resources
*Contribute to continuous service improvement initiatives
*Help shape tooling decisions (ticketing systems, monitoring tools, RMM platforms)
Technical Responsibilities (Hands-On)
*Act as main point of contact for 1st and 2nd line support queries
*Troubleshoot Windows 10/11, Microsoft 365, Active Directory and networking issues
*Manage user administration (AD, M365)
*Support device builds, deployments and patch management
*Perform onsite client visits when required
*Maintain ownership of escalations and resolution
Commercial & Planning Input
*Support with budgeting and forecasting for the Helpdesk
*Advise on tools, licensing and technology investments
*Help plan future hiring as the business grows
*Ensure technical delivery aligns with our service offerings and client expectations
What We’re Looking For
*Experience within a Service Desk / IT Support / Helpdesk role
*Strong 1st and 2nd line troubleshooting capability
*Experience in an MSP environment (highly desirable)
Knowledge of:
*Windows 10/11
*Microsoft 365
*Active Directory
*Basic networking (DNS, DHCP, TCP/IP)
*Experience working with structured ticketing systems
*Exposure to SLA management and process improvement
*Organised, structured and commercially aware mindset
*Confident communicator with client-facing experience
*Full UK driving licence (or ability to travel to client sites)

Desirable (Not Essential)
*Experience in an MSP environment
*Exposure to Azure or Intune
*IT certifications (CompTIA, Microsoft, ITIL etc.)
What’s on Offer
*Salary up to £45,000
*Hybrid working model
*Exposure to both remote and onsite technical environments
*Supportive and collaborative team environment
*Ongoing training and development opportunities
*Clear progression pathway