Service Desk Team Lead

Our client, a growing Managed Service Provider, is looking to hire a Service Desk Team Lead to support and develop their expanding technical support function.

This role will operate as a senior escalation point across 1st, 2nd, and 3rd line support teams, helping to ensure high service standards, strong customer satisfaction, and efficient resolution of technical issues across a broad client base.

Working within a fast-paced MSP environment, you’ll play a key role in supporting businesses with a wide range of IT services including Microsoft 365, cloud technologies, infrastructure support, cyber security, virtualisation, and disaster recovery solutions. This is an excellent opportunity for someone who enjoys combining hands-on technical work with team leadership and service improvement.

What you’ll do

• Act as the primary escalation point for complex technical issues across 1st, 2nd, and 3rd line support
• Lead, mentor, and support service desk engineers across daily operations and technical development
• Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved
• Support incident management, root cause analysis, and problem resolution across multiple client environments
• Assist with the implementation and support of Microsoft 365, infrastructure, cloud, networking, and security solutions
• Work closely with project, infrastructure, and customer success teams to improve service delivery and operational efficiency
• Drive continuous improvement across support processes, documentation, and customer experience

You’ll collaborate with both technical and operational stakeholders to ensure a high-quality support service is delivered across a varied and growing customer base., * Join a growing MSP supporting a broad range of modern IT environments and technologies

• Hybrid working model with flexibility
• Opportunity to lead and shape service delivery processes
• Exposure to cloud, cyber security, and infrastructure projects
• Ongoing professional development and certification support
• Clear progression opportunities within a growing technical team

• Previous experience in a Service Desk Team Lead, Senior Service Desk Engineer, or similar position
• Strong troubleshooting experience across Microsoft technologies, Windows environments, networking, and infrastructure support
• Experience operating within a Managed Service Provider environment
• Good understanding of Microsoft 365, cloud services, security best practices, and modern IT support environments
• Experience handling escalated incidents and managing competing priorities effectively
• Strong communication and stakeholder management skills

The ideal candidate will be technically strong, customer-focused, and comfortable working within a fast-paced, collaborative support environment.