Security Helpdesk Team Leader - Basildon

About Arc:
Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Role Overview:
This role owns Arc's security helpdesk: the day-to-day service, the standards it works to, and the plan for improving it. You will lead the helpdesk team, build the processes, documentation, playbooks and standards that let the team work consistently and well, and act as the escalation point for complex client security issues.

Alongside running the helpdesk, you will support the wider security team on proactive work: client security reviews, consultancy engagements and incident response, bringing helpdesk-level insight into client risk and posture.

Key Responsibilities:

Own and run the security helpdesk

• Own day-to-day delivery of Arc's security helpdesk, acting as the primary escalation point for the team and for complex client security tickets.

• Set, monitor and report on SLAs, ticket queues and workload distribution, and be accountable for service performance against agreed targets.

• Triage and prioritise incoming security tickets and alerts, ensuring consistent, high-quality resolution and clear client communication throughout.

• Identify recurring issues and drive root-cause fixes, rather than repeated workarounds.

Build processes, documentation and standards

• Design and maintain the processes, playbooks and runbooks the helpdesk works to, so response is consistent regardless of who is on shift.

• Build and maintain security baselines and configuration standards for the technologies Arc supports, including Microsoft 365, Entra ID and endpoint security, so clients are held to a consistent, auditable standard.

• Create and keep current the documentation that underpins the helpdesk: knowledge base articles, escalation matrices, client-specific notes and onboarding guides.

• Continuously review and improve helpdesk tooling, workflows and ways of working, and make the case for change where it is needed.

Lead and develop the team

• Lead, coach and develop the security helpdesk team, setting clear expectations and supporting technical growth.

• Own shift and rota planning to ensure the helpdesk is resourced and covered appropriately.

• Carry out quality reviews of ticket handling and give feedback that raises standards across the team.

Contribute to the wider security team

• Support proactive security work, including client security reviews, hardening recommendations and configuration audits.

• Contribute to security consultancy engagements, bringing helpdesk-level insight into client risk and posture.

• Assist with incident response and escalations where helpdesk expertise is needed.

• Support Arc's compliance activity where it touches the helpdesk function.

Required Skills & Experience:

• Hands-on leader who leads by example, willing to step into operational workloads when required, support the team during major incidents, and remain actively involved when priorities are high or resources are stretched.

• Proven experience leading, or acting as a senior member of, a security helpdesk, SOC or security operations function, ideally within an MSP.

• Strong hands-on knowledge of Microsoft 365 security tooling, including Defender, Entra ID and Purview.

• Experience building or substantially improving processes, documentation and standards, not just following ones already in place.

• Confident triaging and prioritising a high volume of tickets and alerts under pressure.

• Clear communicator, able to explain security issues and risk to non-technical clients and colleagues.

• People leadership experience: coaching, performance management and rota or resource planning.

• Security certifications such as CompTIA Security+, Microsoft SC-200, or equivalent.

• Experience with ITSM or PSA ticketing platforms, such as ConnectWise, Autotask or Halo.

• Familiarity with DLP, SIEM or endpoint telemetry tooling.

• Exposure to compliance frameworks such as ISO 27001 or Cyber Essentials Plus.

What We Offer:

• A dynamic and supportive working environment.

• Competitive salary

• A prominent, high-visibility role shaping how Arc's security helpdesk is run, not just staffing it.

• Exposure across the security function: helpdesk leadership, proactive services, consultancy and incident response.

• Hybrid working from Arc's Basildon office.

• Support for relevant certifications and ongoing technical development.

Key Points:

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.