IT Helpdesk lead

Location: South London (office based / hybrid)

Salary: £45,000 – £55,000 (DOE)

Are you an experienced IT Helpdesk leader ready to step into a stable, well-established organisation? Our client is a family-run, Microsoft Partner based in South London with hundreds of clients across the UK, a strong reputation in the local business community, and a close-knit, supportive culture where people genuinely enjoy coming to work.

This is a fantastic opportunity to join the business at a key stage of growth, with a busy project pipeline and long-term stability. You’ll be joining a hands-on team, where your ideas will be valued and your voice will be heard, this is a role where you’ll have real ownership over how the Helpdesk operates and evolves.

This role is well suited to an experienced IT Helpdesk Lead who enjoys being that senior point of escalation and a people-focused leader, someone confident supporting and guiding engineers, driving high standards of customer service, and acting as a trusted point of contact for both clients and the wider business.

Role: 

As An IT Helpdesk Lead, you’ll play a key role in improving processes, identifying training needs, supporting new client onboarding, and working closely with projects and management to ensure a smooth, scalable service as the business continues to grow. This is a hands-on leadership role where you’ll still remain technically involved while shaping the future of the service desk. 

Technical Experience: 

• Proven experience within an IT Service Desk or Helpdesk (MSP environment would give you extra points!).
• Strong background in Windows, Active Directory / Entra ID, Office 365 and Cloud services.
• Experience supporting Windows Server, desktops, mobile devices and Mac.
• Familiarity with backup systems, VoIP, broadband and remote support tools.
• Experience working with ticketing systems such as ConnectWise or similar.
• Confident acting as an escalation point and guiding engineers through complex issues.
• Excellent communication and customer service skills.

Nice to Have:

• Previous experience in a Team Lead, Supervisor or Deputy Manager role.
• ITIL or similar service management certification.
• Experience helping to define processes, KPIs and service improvements.
• Exposure to onboarding new clients and working closely with project teams.

What's On Offer: 

• A stable, long-established, family-run MSP with a great reputation.
• Supportive, close-knit team and hands-on directors.
• Real influence over how the Helpdesk is run and developed.
• Clear progression and long-term career stability.
• Opportunity to be part of a growing business with a strong project pipeline.
• Microsoft Partner environment with exposure to modern technologies.
• A culture where people stay long-term because they enjoy the work and the team.

*Please note this company is unable to provide sponsorship. 

Key Words: Helpdesk Lead, Service Desk Lead, MSP, IT Support Manager, 2nd Line, 3rd Line, Windows, Office 365, Azure, Entra ID, Active Directory, ConnectWise, Microsoft Partner, South London, Team Lead