> Markdown version of [/jobs/ext/330003-service-desk-team-lead](https://www.wearedevelopers.com/jobs/ext/330003-service-desk-team-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Team Lead - **Company:** IMT Resourcing Solutions - **Location:** London, UK - **Experience:** Expert - **Salary:** £50,000.0 - £60,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Cloud Computing, Cyber Security, Disaster Recovery, Microsoft Software, Cloud Services, Virtualization Technology, Working Model 2D, Software Troubleshooting, Information Technology - **Published:** June 3, 2026 - **Apply:** https://find.jobs/jobs-near-me/service-desk-team-lead-london/2796271824-2/ ## About the Role * 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. ## Description 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 ## Related Videos - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [Thinking Differently - How to Make Money from Cyber Attacks & Cheats](https://www.wearedevelopers.com/videos/745-thinking-differently-how-to-make-money-from-cyber-attacks-cheats) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Cloud-nativeApplications- What’s the buzz about](https://www.wearedevelopers.com/videos/55-cloud-nativeapplications-what-s-the-buzz-about) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Should Tech Managers Be Developers First? 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