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- Tasks: Lead the Helpdesk Team, manage daily operations, and resolve technical issues.
- Company: Join a supportive IT group dedicated to delivering top-notch service.
- Benefits: Earn up to £38K, enjoy 22 days leave, and access professional growth opportunities.
- Why this job: Make a real impact while solving diverse technical challenges in a dynamic environment.
- Qualifications: GCSEs in Maths, English, and a science/computer subject required.
- Other info: Hands-on role with opportunities for personal and team development.
The predicted salary is between 35000 - 38000 £ per year.
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.
Helpdesk Leader in Southampton employer: entrust IT
Contact Detail:
entrust IT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Leader in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who might know someone at Ringwood. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and leadership examples. Think about how you’ve handled high-pressure situations before and be ready to share those stories with us!
✨Tip Number 3
Showcase your problem-solving skills during the interview. We love candidates who can think on their feet, so be prepared to tackle some hypothetical scenarios related to helpdesk operations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Helpdesk Leader in Southampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Helpdesk Lead role. Highlight your technical expertise, especially in Windows environments and customer support, to show us you're the right fit.
Showcase Leadership Skills: Since this is a leadership position, don’t forget to mention any previous experience leading teams or projects. We want to see how you’ve guided others and maintained high service standards in past roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and bullet points where possible to make it easy for us to see your qualifications and achievements at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at entrust IT
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows domain environments and the specific technologies mentioned in the job description. Be ready to discuss your experience with cloud services, remote support tools, and ticketing platforms. This will show that you're not just a leader but also a hands-on engineer who can dive into the details.
✨Demonstrate Leadership Skills
Prepare examples of how you've led a team or managed workloads in previous roles. Think about times when you’ve had to prioritise tasks under pressure or resolve conflicts within a team. This will help illustrate your capability to guide and support the Helpdesk Team effectively.
✨Showcase Your Problem-Solving Abilities
Be ready to share specific instances where you've successfully diagnosed and resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, highlighting your analytical skills and ability to take ownership of tickets until resolution.
✨Engage with Customer Service Scenarios
Since customer satisfaction is key, think of examples where you've gone above and beyond for clients. Prepare to discuss how you maintain clear communication during high-demand periods and how you ensure service standards are upheld. This will demonstrate your commitment to service excellence.
