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- Tasks: Lead a dynamic team of engineers and oversee daily Helpdesk operations.
- Company: Join a long-established MSP with over 30 years of success.
- Benefits: Competitive salary, 25 days holiday, and opportunities for professional growth.
- Why this job: Shape processes and culture in a thriving tech environment.
- Qualifications: Experience leading a Helpdesk team and strong technical skills required.
- Other info: Exciting projects and a chance to make a real impact.
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'll 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'll 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.
- Maintaining ISO-aligned documentation and driving process maturity.
What you'll 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'll get:
- £40,000-£45,000 salary (DOE).
- 25 days holiday.
Helpdesk Team Leader in Windsor employer: Circle Recruitment
Contact Detail:
Circle Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Team Leader in Windsor
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend local tech meetups or join online forums where MSPs hang out. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! If you’ve got a portfolio or examples of your work, bring them along to interviews. Demonstrating your technical expertise and leadership experience can really set you apart from the competition.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you’d handle team dynamics, escalations, and customer service scenarios. Practising your responses can help you feel more confident when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for passionate individuals like you. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
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 is tailored to the Helpdesk Team Leader role. Highlight your leadership experience and technical skills, especially in MSP environments. We want to see how you’ve led teams and managed service desks effectively!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Share specific examples of your achievements and how they relate to the responsibilities listed in the job description.
Showcase Your Technical Skills: Don’t forget to mention your technical grounding! We’re looking for someone with a strong background in Microsoft 365, networking, and Windows Server. Make sure these skills are front and centre in your application.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to review your application quickly. Plus, it shows you’re serious about joining us at StudySmarter!
How to prepare for a job interview at Circle Recruitment
✨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 the right fit for leading a technical team.
✨Show Your Leadership Skills
Prepare examples of how you've successfully led or mentored teams in the past. Think about specific situations where you improved team performance or handled escalations effectively. This will demonstrate your capability to manage the Helpdesk operations.
✨Understand the Company Culture
Research the Managed Services Provider and their approach to customer service and team dynamics. Knowing their values and how they align with your own will help you articulate why you want to be part of their journey and how you can contribute.
✨Ask Smart Questions
Prepare insightful questions about their current processes, the new PSA system (Halo), and their roadmap for growth. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you.