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# Helpdesk Lead

- **Company:** SYSPRO
- **Location:** UK
- **Experience:** Expert
- **Salary:** £39,869.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, System Center Configuration Manager, Windows PowerShell, Remote Service Software, Wide Area Networks, Wi-Fi Technology, Microsoft InTune, Computer Equipment, User Administration
- **Published:** September 12, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5879905870

## About the Role

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.

## Description

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.


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