Helpdesk Lead

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.