Technical Lead

The Technical Lead is responsible for maintaining and improving the technical standards of Dolphin ICT’s service delivery function.

The role combines senior-level technical expertise with leadership, mentoring, escalation management and continuous improvement. The Technical Lead acts as the technical authority for the Service Desk, helping technicians resolve complex issues while ensuring the team follows consistent standards, documentation and best practice.

This is a hands-on role. The Technical Lead will remain involved in technical troubleshooting while also developing the capability and effectiveness of the wider technical team., Technical Leadership:

• Act as the primary technical escalation point for complex Service Desk issues.
• Provide guidance and support to 1st, 2nd and 3rd Line technicians.
• Take ownership of particularly complex or business-critical incidents where required.
• Ensure troubleshooting is methodical, efficient and appropriately documented.
• Establish and maintain technical standards across the Service Desk.
• Identify recurring technical problems and work with the team to eliminate root causes.
• Review proposed technical solutions where additional expertise or assurance is required.
• Support the adoption of new technologies, tools and technical standards.

Team Leadership and Development:

• Provide day-to-day technical leadership to the Service Desk team.
• Coach and mentor technicians to improve their technical knowledge and troubleshooting ability.
• Identify skills gaps and recommend training or development.
• Encourage technicians to resolve issues independently while providing appropriate support.
• Assist with technical assessments during recruitment and probation reviews.
• Promote knowledge sharing across the team.
• Help develop internal documentation, technical standards and troubleshooting guides.

Service Quality:

• Support the Service Delivery Lead in maintaining high standards of customer service.
• Review escalated, ageing and complex tickets and assist with progressing them towards resolution.
• Ensure technical work is appropriately documented within Autotask and IT Glue.
• Identify opportunities to improve Service Desk efficiency and reduce repeat incidents.
• Support investigations into technical complaints or significant service issues.
• Encourage proactive rather than reactive problem solving.

Technical Standards and Systems:

Maintain strong working knowledge of technologies used across Dolphin ICT and its customers, including areas such as:

• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Windows Server
• Active Directory
• Networking and firewalls
• Cyber security
• Endpoint security
• Backup and disaster recovery
• Virtualisation
• Cloud infrastructure
• VoIP and 3CX
• Datto RMM and associated monitoring tools

The Technical Lead will also help evaluate new technologies and recommend improvements to Dolphin ICT’s internal technical standards.

Projects and Escalations:

• Provide technical input into projects where required.
• Assist the Projects team with complex migrations, infrastructure changes or technical challenges.
• Review proposed solutions where there may be an impact on ongoing support.
• Ensure new systems handed over to the Service Desk are supportable and properly documented.

Key Performance Indicators

Performance may be measured against areas including:

• Quality and speed of technical escalations.
• Reduction in recurring technical issues.
• Technical development of Service Desk staff.
• Quality of ticket documentation.
• Customer satisfaction.
• Reduction in aged or stalled tickets.
• Adherence to technical standards.
• Contribution to internal documentation and knowledge sharing.

The successful candidate should have:

• Extensive MSP or IT support experience.
• Strong experience working at 3rd Line or senior technical level.
• Excellent troubleshooting and diagnostic ability.
• Strong Microsoft 365, networking and infrastructure knowledge.
• Experience working with business-critical IT environments.
• The ability to explain technical concepts clearly to both technicians and customers.
• Strong documentation skills.
• A calm and structured approach to technical incidents.
• Experience mentoring or developing other technical staff.

Previous formal team leadership experience is desirable but not essential where the candidate can demonstrate strong technical leadership capability., * Technically curious.

• Calm under pressure.
• Approachable.
• Methodical.
• Accountable.
• Comfortable challenging poor technical practices.
• Willing to share knowledge.
• Focused on continuous improvement.
• Able to balance technical perfection with commercial reality and customer requirements.

The salary range is based on experience and whether the candidate wants to proceed with a 4 day week or 5 day week.

• Option for 4-day working week
• Company pension
• Death in service benefit
• SmartHealth employee wellbeing support
• Enhanced maternity and paternity leave
• Employee counselling support
• Regular team socials and events
• Ongoing training and development
• Supportive, friendly working environment