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, Power

Apps 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

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 com