The Helpdesk Lead is responsible for leading the helpdesk and end-user support function, ensuring the prompt resolution of hardware, software, and access-related issues, and for the configuration, deployment, and security of end-user endpoints, while coaching and supervising a small team of Helpdesk Technicians.
Minimum Level of Education
- Senior Certificate and an IT-related qualification.
Beneficial Qualifications
- ITIL Foundation, CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator, or a People Management / Team Leadership qualification.
Minimum Experience
- 3 to 5 years of experience in a helpdesk / service desk or end-user support environment, including at least 1 year in a senior support or team lead capacity
- Experience in most of the following: Windows 10, 11; Office 365; Ticketing Systems (e.g., Fresh Service); Active Directory / Entra ID (user administration); basic LAN/WAN, VPN and Wi-Fi troubleshooting; printer/peripheral support; endpoint management tools (Intune/SCCM); remote support tools
Beneficial Experience
- Freshservice, Intune, Unifi Management, Tenant Migrations, exposure to SYSPRO ERP or other business applications
Special Skills and Knowledge
- Team Leadership & Coaching
- SLA / KPI Management and Reporting
- Active Directory / Entra ID (User Administration)
- Endpoint Security Awareness & Enforcement
- Onboarding / Offboarding Process Management
- Ticketing System Administration
- Microsoft Office 365 & Business Application Support
- Troubleshooting (Hardware, Software, and Network - Tier 1/2)
- Customer Interaction (Explaining Technical Issues Clearly)
- Remote Support Tools & Techniques
- PowerShell Scripting (Basic Automation)
- OS Installations, Imaging and Upgrades (Desktop/Laptop)
- Basic Network Troubleshooting (LAN/WAN, VPN, Wi-Fi)
- Working under pressure and meeting deadlines
- Exceptional User Support and Communication.
Helpdesk Lead employer: Syspro
At Syspro, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Global Tech Talent Acquisition Specialist, you'll have the opportunity to shape our employer brand while working with cutting-edge AI tools and diverse talent across the UK and South Africa. We are committed to employee growth, providing ample opportunities for professional development and a supportive environment that values your contributions.
