Helpdesk Team Leader
£40,000 - £45,000 plus benefits including training and certifications
Camden, London, NW1
Key Words: Service Desk Team Leader, Helpdesk, Help Desk Manager, Service Desk Lead, Team Leader, Managed Services, IT Support, MSP, KPI’s, Manager, ITIL.
My client is a growing Managed Services Provider (MSP) delivering high-quality IT services to a diverse range of clients. With a focus on customer satisfaction, technical excellence, and operational efficiency, they are looking for a motivated Helpdesk Team Leader to support and drive their front-line service support team and the coordination of project delivery.
Helpdesk Team Leader – More Info:
As the Help Desk Team Leader, you will oversee the daily operations of the service desk team, ensuring that SLAs are met, tickets are resolved efficiently, and clients receive excellent service. You'll be responsible for team performance, mentoring, process improvement, act as an escalation point for technical and client issues and be responsible for the coordination of small-scale project delivery. Key Responsibilities:
- Lead and support a team of 1st and 2nd line service desk engineers
- Act as an escalation point for technical issues and client concerns
- Monitor and manage service desk tickets, queues, and SLAs using our PSA and RMM tools
- Schedule resources and ensure adequate coverage across shifts
- Conduct regular 1:1s, performance reviews, and training plans for team members
- Collaborate with other teams (Projects, Infrastructure, Account Management) to ensure seamless service
- Analyse service desk metrics and identify areas for improvement
- Drive continuous improvement in processes, documentation, and knowledge sharing
- Assist with on boarding of new clients and technical handovers
Helpdesk Team Leader – Over to You! Key Requirements:
Experience:
- 10+ years of experience in an IT support role, ideally within an MSP environment
- 2+ years in a team lead, senior engineer, or supervisory capacity
- Experience of managing or coordinating the delivery of small-scale projects
- Proven ability to manage support operations in a fast-paced, SLA-driven environment
Preferred Qualifications:
- ITIL Foundation certification
- Microsoft, CompTIA, or Cisco certifications (e.g., MS-900, AZ-104, Network+)
- Experience with process improvement or automation
Technical Skills:
- Strong working knowledge of Microsoft 365, Active Directory, Windows Server, networking fundamentals (DNS, DHCP, VPNs)
- Familiarity with PSA tools (e.g., Autotask, ConnectWise) and RMM platforms
- Exposure to backup and security solutions
- PowerShell or scripting knowledge is a plus
Leadership Skills:
- Excellent communication and interpersonal skills
- Strong coaching, mentoring, and delegation abilities
- Good organisational and planning skills
- Ability to lead by example and drive accountability
In return, my client offers;
- Competitive salary and company pension
- Career progression and professional development opportunities
- Training and certification support
- Flexible working arrangements
- A collaborative and supportive working culture
Sound interesting and something you would love to be part of? Apply today! Integral Recruitment as acting as an employment agency regarding this vacancy.