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# Service Desk Team Lead

- **Company:** VIQU Ltd
- **Location:** Dudley, UK (Remote available)
- **Experience:** Expert
- **Salary:** £40,000.0 - £45,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Office, Windows PowerShell, Microsoft Copilot, Firewalls (Computer Science), Microsoft InTune
- **Published:** October 20, 2026
- **Apply:** https://www.reed.co.uk/jobs/service-desk-team-lead/57475019

## About the Role

* 5+ years' experience within an MSP or similar IT support environment, with strong L2/L3 technical capability
 * Experience coordinating service desk activity, mentoring engineers or taking responsibility for escalations
 * Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
 * Good knowledge of Windows, Active Directory and networking, including DNS, DHCP, VPNs and firewalls
 * Experience supporting multiple customer environments using PSA/RMM tools
 * Strong prioritisation and troubleshooting skills within an SLA-driven environment
 * Confident communicating with customers and helping less experienced engineers develop
 * Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous
 * PowerShell, automation, Microsoft Copilot or Microsoft certifications would be beneficial
 * An interest in combining hands-on technical work with team leadership and service improvement, * Active Directory (Line)
 * Communication Skills (Key)
 * Customer Service
 * ITIL (IT Infrastructure Library)
 * Microsoft Office (Entry)
 * Microsoft Windows OS (Win)
 * Problem Solving (Process)
 * Team Management
 * Technical Support (IT)
 * User Experience & Management

## Description

* Coordinate day-to-day service desk activity, helping prioritise tickets and maintain SLAs
 * Act as a senior technical escalation point, owning complex issues and major incidents
 * Provide technical guidance, coaching and support to L1 and L2 engineers
 * Maintain clear customer communication throughout incidents and escalations
 * Troubleshoot and support Microsoft 365, Entra ID, Intune, Exchange Online and Windows environments
 * Encourage consistent ticket handling, documentation and knowledge sharing
 * Build strong customer relationships and act as a senior technical contact
 * Contribute to projects, migrations, automation and service improvements