Role: Helpdesk Lead (1st and 2nd Line)Location: Wellingborough, Northamptonshire (Hybrid Working + Occasional Client Site Visits)Salary: Up to £45,000 per annum Overview Our client is a newly established Managed Service Provider (MSP) with ambitious growth plans and a strong commitment to delivering exceptional service to its customers. As part of building its Helpdesk function from the ground up, our client is seeking a proactive, highly organised Helpdesk Lead to play a key role in shaping and developing the Service Desk operation. This opportunity goes beyond a traditional Service Desk position. It is ideal for an experienced IT support professional who wants to combine hands-on 1st and 2nd line support with operational responsibility - helping to implement structure, improve processes, and contribute to building a high-performing support function. Key Responsibilities You will be responsible for both delivering support and helping define how support is delivered. Service Delivery and Operational Build Design and implement Helpdesk processes, workflows and best practicesCreate a 12-24 month Service Desk roadmapEstablish ticket triage models and escalation pathsDefine and manage SLA structures and performance reportingBuild and maintain documentation standards and knowledge base resourcesContribute to continuous service improvement initiativesHelp shape tooling decisions (ticketing systems, monitoring tools, RMM platforms) Technical Responsibilities (Hands-On) Act as main