Helpdesk Leader

Helpdesk Lead | Ringwood (with occasional travel to customer sites) | Up to £38K & Great Benefits

entrust IT Group delivers high-quality, dependable IT support and managed services to a wide range of customers. Our Helpdesk Team forms the frontline of this commitment—ensuring clients receive prompt, effective assistance when they need it most.

We are now seeking a capable and steady Helpdesk Lead to drive service excellence, support our engineers, and maintain strong customer satisfaction in a dynamic technical environment.

The Helpdesk Lead Role:

As Helpdesk Lead, you will oversee day-to-day helpdesk operations, ensuring technical issues are prioritised effectively and resolved to a high standard. You will act as both a senior engineer and a point of leadership—guiding the team, managing incoming workload, and ensuring service KPIs and processes are consistently met.

This is a hands-on position suited to a confident 2nd line engineer who enjoys problem-solving, supporting colleagues, and maintaining clear communication with customers, especially during periods of high demand.

What\’s on Offer?

Competitive salary (£35-£38k dependent on experience)

Office based, with some travel to client sites required

Supportive team environment – we value clear thinking, kindness, and collaboration

22 days annual leave

Real variety – work with different clients and solve a wide range of technical challenges

Professional growth – we\’ll support your development every step of the way

Key Responsibilities of the Helpdesk Lead:

Lead, guide, and support the Helpdesk Team in managing the daily ticket workload and customer requests.

Ensure service delivery aligns with defined processes, SLAs, and KPIs.

Conduct remote investigation, diagnosis, and support for a variety of technical issues, including configuration and compatibility problems.

Recreate or analyse customer issues to determine appropriate resolution, escalating to 3rd line colleagues only when necessary.

Take ownership of assigned tickets through to completion, acting as an internal advocate for the customer.

Monitor system alerts, customer calls, and email-based tickets using our central service desk platform.

Uphold high service standards, adjusting priorities dynamically as circumstances change.

Contribute to team development by promoting best practices and ensuring process adherence.

Engage proactively with on-the-job training and maintain personal technical development.

Technical Experience:

Supporting and maintaining Windows domain environments

Backup system monitoring and administration

Multi-person IT support environments

System alerts, remote diagnosis, and structured escalation practices

Experience with the following technologies is highly desirable:

Cloud services (e.g., Office 365, control panels)

Remote support tools such as ScreenConnect

Remote Desktop / Hosted Desktop environments

Active Directory & Entra

Backup systems

Broadband and VoIP

Windows Server and Windows desktop operating systems

Mac support

Mobile device support

Ticketing platforms such as ConnectWise Manage

Qualifications:

GCSE Maths (Grade C or above, or equivalent)

GCSE English Language (Grade C or above, or equivalent)

GCSE Science or Computer-related subject (Grade C or above, or equivalent)

How to Apply

If you are an experienced 2nd line engineer ready to step into a lead role with real operational impact, we would welcome your application. Please submit your CV for immediate consideration