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Helpdesk Lead

nextech-group.co.uk Logo

NEXTECH GROUP

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Location:
United Kingdom , Wellingborough

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

30000.00 - 45000.00 GBP / Year
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Job Description:

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.

Job Responsibility:

  • 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)
  • 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
  • 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

Requirements:

  • 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)

Nice to have:

  • Experience in an MSP environment
  • Exposure to Azure or Intune
  • IT certifications (CompTIA, Microsoft, ITIL etc.)
What we offer:
  • Hybrid working model
  • Exposure to both remote and onsite technical environments
  • Supportive and collaborative team environment
  • Ongoing training and development opportunities
  • Clear progression pathway

Additional Information:

Job Posted:
March 04, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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