Service Desk Team Lead

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 Key Requirements

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 Apply now to speak with VIQU IT in confidence, or reach out to Belle Hegarty via the VIQU IT website.