Service Desk Team Lead

We are partnering with a fast-growing Managed Network Services Provider seeking an experienced Service Desk Team Lead to oversee and manage their service desk operations.

This is a fantastic opportunity to lead a technical support team, ensuring excellent service delivery across a range of client networks and IT systems., As the Service Desk Team Lead, you will manage the daily operations of the service desk, providing leadership and guidance to a team of technical support engineers. You will act as an escalation point for complex technical issues, maintain service quality, and help drive continuous improvement initiatives., * Lead, coach, and manage a team of service desk engineers to deliver first-class support.

• Act as a technical escalation point for complex issues, particularly around Cisco routers, switches, firewalls, VPNs, and other networking equipment.
• Monitor and maintain service levels (SLAs, KPIs) and ensure consistent, high-quality support.
• Collaborate with clients and internal teams to resolve network and IT infrastructure issues efficiently.
• Support configuration, deployment, and troubleshooting of client network environments.
• Implement and maintain knowledge management, documentation, and process improvements.
• Participate in recruitment, onboarding, and training of service desk staff.
• Support ITIL-aligned incident, change, and problem management processes.

• Proven experience leading a service desk team within an MSP or managed network services environment.
• Strong technical knowledge of Cisco networking technologies (routers, switches, ASA/FTD firewalls, VPNs, wireless solutions).
• Hands-on experience with LAN/WAN, VLANs, routing protocols (OSPF, BGP, EIGRP), and network monitoring tools.
• Knowledge of Microsoft technologies (Windows Server, Active Directory, Office 365) and cloud platforms.
• Experience with PSA/ticketing systems and ITIL service management practices.
• Strong troubleshooting and problem-solving skills with the ability to escalate appropriately.
• Excellent leadership, coaching, and mentoring skills.
• Clear communication skills, able to explain technical issues to non-technical stakeholders.

If you are a motivated leader with a strong technical background and a passion for driving excellent customer service, this is an excellent opportunity to make a real impact within a growing MSP.