{"id":1974308,"url":"https://alion.io/job/syspro-helpdesk-lead","title":"Helpdesk Lead","company":{"id":177608,"name":"SYSPRO","domain":"syspro.com","url":"https://alion.io/company/syspro","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PowerShell","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-09T10:41:36Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-07T02:03:10Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"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.Responsabilidades\nTeam Leadership & People ManagementSupervise, coach, and develop a small team of Helpdesk Technicians; manage schedules, ticket workload, and performance to ensure consistent, high-quality support coverage.\n\nEnd-User Support & Incident ResolutionOwn 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.\n\nEndpoint & Device ManagementConfigure, deploy, secure, and support desktops, laptops, and mobile devices, including patching, updates, and endpoint security enforcement in line with company policy.\n\nUser Account & Access SupportManage day-to-day user account provisioning, permissions, and authentication requests (e.g., Active Directory / Entra ID, email, and business applications), including onboarding and offboarding.\n\nNetwork & 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.\n\nService Desk Operations & ReportingMaintain and optimize the ticketing system, SLAs, and knowledge base; monitor team performance metrics and drive process improvements to enhance the end-user support experience.\n\nDocumentation & ComplianceMaintain accurate support documentation, asset records, and standard operating procedures, and support compliance with internal IT policies in partnership with the Infrastructure & Security team.\n\nRequisitos\nMinimum Level of EducationSenior Certificate and an IT-related qualification.\nBeneficial Qualifications\nITIL Foundation, CompTIA A+ / Network+, Microsoft 365 Certified: Modern Desktop Administrator, or a People Management / Team Leadership qualification.\nMinimum Experience3 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\nExperience 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 \nBeneficial Experience\nFreshservice, Intune, Unifi Management, Tenant Migrations, exposure to SYSPRO ERP or other business applications\n Special Skills and KnowledgeTeam Leadership & Coaching\nSLA / KPI Management and Reporting\nActive Directory / Entra ID (User Administration)\nEndpoint Security Awareness & Enforcement\nOnboarding / Offboarding Process Management\nTicketing System Administration\nMicrosoft Office 365 & Business Application Support\nTroubleshooting (Hardware, Software, and Network - Tier 1/2)\nCustomer Interaction (Explaining Technical Issues Clearly)\nRemote Support Tools & Techniques\nPowerShell Scripting (Basic Automation)\nOS Installations, Imaging and Upgrades (Desktop/Laptop)\nBasic Network Troubleshooting (LAN/WAN, VPN, Wi-Fi)\nWorking under pressure and meeting deadlines\nExceptional User Support and Communication.\nBeneficios\n25 days annual leave + public holidays\nHybrid working environment (2-3 office days, determined by distance to the office) \n5% Employer pension contribution\nPrivate Health Insurance\nDeath in Service Benefit equal to 4x salary\nGroup Income Protection scheme\nHealth Cash Plan \nEmployee Assistance Programme\nCycle to Work Scheme\nBonus / Commission Payments\nEnhanced Maternity & Paternity Package","description_format":"text","description_chars":3834,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Health insurance","Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","ERP & Business Management Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-10-06T20:44:19Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.711,"p_room":0.75,"age_days":27,"expected_fill_days":31,"reasons":["conf:0","win:late"],"computed_at":"2026-10-07T03:03:03Z"},"pay":null,"html_url":"https://alion.io/job/syspro-helpdesk-lead","json_url":"https://alion.io/job/syspro-helpdesk-lead.json","meta":{"generated_at":"2026-10-07T03:03:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4464,"day_limit":5000,"remaining_today":536,"minute_limit":60,"resets_at":"2026-10-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177608},"rest":"https://alion.io/mcp/rest/get_company?id=177608"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsyspro-helpdesk-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsyspro-helpdesk-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsyspro-helpdesk-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/syspro-helpdesk-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsyspro-helpdesk-lead"}]}