At a Glance
- Tasks: Lead a team to provide top-notch helpdesk support and resolve tech issues.
- Company: Join a dynamic company focused on innovative IT solutions.
- Benefits: Enjoy 25 days leave, hybrid work, health insurance, and a pension plan.
- Other info: Great opportunity for career growth in a supportive environment.
- Why this job: Make a real difference by leading a team and enhancing user experiences.
- Qualifications: IT-related qualification and 3-5 years in helpdesk support required.
The predicted salary is between 50310 - 61490 £ per year.
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.
- Job requirements
- Minimum Level of Education
- Senior Certificate and an IT-related qualification.
- Beneficial Qualifications
- ITIL Foundation, Comp TIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator, or a People Management / Team Leadership qualification.
- 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)
- Power Shell 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.
- Job responsibilities
- Supervise, coach, and develop a small team of Helpdesk Technicians; manage schedules, ticket workload, and performance to ensure consistent, high-quality support coverage.
- End-User Support & Incident Resolution
- Own first- and second-line technical support for hardware, software, and access-related issues, ensuring tickets are triaged, tracked, and resolved promptly against SLA and KPI targets.
- Configure, deploy, secure, and support desktops, laptops, and mobile devices, including patching, updates, and endpoint security enforcement in line with company policy.
- User Account & Access Support
- Manage day-to-day user account provisioning, permissions, and authentication requests (e. g., Active Directory / Entra ID, email, and business applications), including onboarding and offboarding.
- Network & Connectivity Support (End-User Level)
- Troubleshoot end-user connectivity issues, including VPN access, Wi‑Fi, and printer or peripheral support, escalating network infrastructure issues to the Infrastructure & Security team.
- Service Desk Operations & Reporting
- Maintain and optimize the ticketing system, SLAs, and knowledge base; monitor team performance metrics and drive process improvements to enhance the end-user support experience.
- Documentation & Compliance
- Maintain accurate support documentation, asset records, and standard operating procedures, and support compliance with internal IT policies in partnership with the Infrastructure & Security team.
- 25 days annual leave + public holidays
- Hybrid working environment (2-3 office days, determined by distance to the office)
- 5% Employer pension contribution
- Private Health Insurance
- Death in Service Benefit equal to 4x salary
- #J-18808-Ljbffr
Help Desk Lead in Manchester 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.
StudySmarter Expert Advice🤫
We think this is how you could land Help Desk Lead in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Syspro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Syspro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Help Desk Lead in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Syspro:Your cover letter is your chance to shine! Tell us why you want to work at Syspro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Syspro!
How to prepare for a job interview at Syspro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
