IT Technical Team Lead

Enso Recruitment is proud to be working with a leading Managed Services organisation who are expanding their on-site support leadership capability.

They are now seeking an IT Technical Team Lead to guide and support a dedicated service desk team, based primarily on-site with a key customer in Newry, with occasional visits to a second customer site in Antrim.

This is a hands-on role blending people leadership, service delivery ownership and strong mid-level technical capability across Microsoft and core infrastructure.

The Opportunity

You’ll lead a customer-facing support team, ensuring high service standards, strong customer satisfaction, and consistent performance against SLAs. You’ll act as the key escalation point for complex issues, support day-to-day operations, and help drive continuous improvement across processes, reporting, and delivery.

Key Responsibilities

Leadership & People Management

• Lead, motivate, and develop a technical support team across varying experience levels
• Set expectations, monitor KPIs, provide feedback, and support performance reviews
• Coach and mentor team members, supporting skill development and progression
• Run daily team stand-ups and communicate updates clearly to stakeholders
• Promote best practice across system builds, patching, documentation, and maintenance
• Provide technical guidance and explain solutions clearly to end users and stakeholders

Service Delivery & Customer Management

• Ensure SLA and KPI targets are consistently met or exceeded
• Act as an escalation point for complex incidents, balancing technical resolution and customer communication
• Attend customer meetings (on-site and remote) and manage expectations professionally
• Collaborate with wider internal teams to ensure a smooth client experience

Operational & Reporting

• Schedule and prioritise workloads, ensuring effective coverage for incidents and service requests
• Monitor ticket queues, escalation routes, and service desk metricsDrive process improvements to increase efficiency and quality
• Oversee customer reporting (including RCA outputs where required)
• Maintain accurate documentation and operational reporting for leadership review

About You

• Proven experience leading or managing a service desk / technical support team (MSP or IT services environment preferred)
• Strong people leadership skills with the ability to build a positive, customer-focused culture
• Strong organisational skills and operational discipline (queues, priorities, SLAs, reporting)
• Solid technical knowledge across: Windows Server & Active Directory, Microsoft 365 / Azure AD, Networking fundamentals (VLANs, firewalls, routing), Virtualisation (VMware / Hyper-V), Backup & disaster recovery concepts
• Excellent communication skills (written and verbal)
• Full driving licence (due to occasional travel between sites)
• Wellness Budget
• Great Personal Development Budget
• 21 Days PTO + Stat Days
• Pension

To find out more about this opportunity, hit Apply or reach out to a member of the Enso Recruitment team today! ️?

This is a hands-on role blending people leadership, service delivery ownership and strong mid-level technical capability across Microsoft and core infrastructure., * Proven experience leading or managing a service desk / technical support team (MSP or IT services environment preferred)

• Strong people leadership skills with the ability to build a positive, customer-focused culture
• Strong organisational skills and operational discipline (queues, priorities, SLAs, reporting)
• Solid technical knowledge across: Windows Server & Active Directory, Microsoft 365 / Azure AD, Networking fundamentals (VLANs, firewalls, routing), Virtualisation (VMware / Hyper-V), Backup & disaster recovery concepts
• Excellent communication skills (written and verbal)
• Full driving licence (due to occasional travel between sites)
• Wellness Budget
• Great Personal Development Budget

Enso Recruitment is proud to be working with a leading Managed Services organisation who are expanding their on-site support leadership capability.