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- Tasks: Lead a dynamic team of engineers and oversee daily Helpdesk operations.
- Company: Join a long-established Managed Services Provider with over 30 years of success.
- Benefits: Enjoy a competitive salary, 25 days holiday, and a supportive team environment.
- Why this job: Shape the future of a growing helpdesk function and make a real impact.
- Qualifications: Experience leading a Helpdesk team and strong technical skills in IT.
- Other info: Great career progression opportunities and autonomy in your role.
The predicted salary is between 40000 - 45000 £ per year.
Do you thrive leading technical teams and want to join a long-established MSP with over 30 years of success and a huge roadmap for growth? This Windsor-based Managed Services Provider is looking for a Helpdesk Team Leader to take charge of their busy Service Desk. You will lead 4 Helpdesk Engineers and 4 Field Engineers, supporting over 100 contracted clients across environments ranging from 10 to 200+ users.
With newly achieved ISO certifications and a fresh PSA system (Halo) rolling out this year, this is an exciting time to step in and shape process, performance, and culture. This role is fully on-site, working 8:30am-5:30pm.
What you will be doing:
- Step into a key leadership role, taking responsibility for day-to-day Helpdesk operations, team performance, and technical escalations.
- Leading, mentoring, and developing an 8-engineer team (Helpdesk + Field).
- Overseeing ticket queues, SLAs, KPIs, and ensuring consistently high customer service.
- Acting as the senior escalation point and working alongside Tier 3 engineers.
- Owning the PSA system (Halo): workflows, automation, reporting, and best-practice ticket management.
- Running 1-1s, PDPs, performance reviews, and driving continuous improvement.
- Coordinating Field Engineer schedules and ensuring smooth onsite support operations.
- Supporting project delivery including:
- Microsoft 365 migrations
- Azure deployments
- Infrastructure refreshes
- Backup & DR improvements
What you will need:
- Experience leading or supervising a Service Desk/Helpdesk team within an MSP.
- Strong technical grounding (2nd Line level) across Microsoft 365, networking, Windows Server etc.
- Calm, structured escalation management - especially during busier periods.
- Excellent communication, organisation, and multitasking skills.
- Familiarity with PSA/ITSM platforms (Halo ideal, AutoTask/ConnectWise great too).
- Understanding of ITIL principles.
- Full UK driving licence.
Nice to have:
- Azure experience, Backup tech (Acronis etc.), WatchGuard / similar firewall exposure.
- Experience in ISO environments.
- Previous project or client-facing technical consultancy work.
What you will get:
- £40,000-£45,000 salary (DOE)
- 25 days holiday + bank holidays
- Company pension
- Regular training & development
- Clear progression opportunities within a stable, respected MSP
- A supportive team environment with real autonomy and influence
This is a brilliant opportunity to put your stamp on a growing helpdesk function, lead a capable team, and play a meaningful role in an established MSP's next chapter of evolution.
Interested? Don't worry if your CV isn't up to date - reach out for a confidential chat.
Helpdesk Team Leader in Windsor employer: Circle Group
Contact Detail:
Circle Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Team Leader in Windsor
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those who work at MSPs. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your leadership skills! When you get the chance, share examples of how you've successfully led teams or improved processes. This will help you stand out as a strong candidate for the Helpdesk Team Leader role.
✨Tip Number 3
Prepare for the interview by brushing up on your technical knowledge. Make sure you're comfortable discussing Microsoft 365, Azure, and any relevant ITIL principles. Confidence in your expertise will impress potential employers.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Helpdesk Team Leader in Windsor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpdesk Team Leader role. Highlight your leadership experience and technical expertise, especially in areas like Microsoft 365 and networking.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've led teams and improved processes in previous roles, and don’t forget to show your enthusiasm for joining our MSP!
Showcase Your Technical Skills: Since this role requires a strong technical grounding, make sure to list relevant certifications and experiences. Mention any familiarity with PSA systems like Halo, as it’ll give you an edge in the application process.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Circle Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365, networking, and Windows Server. Being able to discuss these topics confidently will show that you're not just a leader but also technically savvy.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you mentored team members or improved processes. This will help demonstrate your capability to lead the Helpdesk team effectively.
✨Understand the Company Culture
Research the Managed Services Provider and their values. Knowing their approach to customer service and team dynamics will allow you to tailor your responses and show that you're a great fit for their culture.
✨Ask Insightful Questions
Prepare thoughtful questions about the role, the team, and the company's future plans. This shows your genuine interest in the position and helps you assess if it's the right fit for you as well.