Technical Team Lead

• Lead, mentor and develop our Service Desk team, driving performance, ticket quality and SLA adherence.
• Act as the senior escalation point for complex 2nd and 3rd line technical issues, taking ownership through to resolution.
• Support, coach and upskill engineers, carrying out call and ticket quality reviews and identifying training needs.
• Monitor ticket queues, workloads and priorities to ensure efficient allocation and timely resolution.
• Contribute to and take part in client infrastructure projects, migrations and technology rollouts.
• Assist with the design, implementation and maintenance of Microsoft 365, Azure and networking environments for our clients.
• Identify recurring issues and drive proactive root-cause fixes and process improvements.
• Maintain accurate documentation, including knowledge base articles and client-specific procedures.
• Liaise directly with clients where required, including occasional on-site visits.
• Support out-of-hours or on-call cover as part of a rota, where applicable.

Technologies:

• Active Directory
• Azure
• Support
• Microsoft 365
• Security
• SharePoint
• Windows
• Office 365
• Cloud
• DevOps, We are a market-leading IT Solutions and Cyber Security provider delivering managed IT and security services to a growing base of business customers. We are expanding our service delivery team and hiring a Technical Team Lead to help shape and strengthen our Service Desk function. This is a site-based role in Broxbourne, Essex, with occasional client travel and a UK driving licence required. We offer a key leadership role within a growing business, genuine progression opportunities, exposure to varied M365, Azure, networking and security projects, a supportive close-knit team environment, ongoing training and certifications, and a competitive salary dependent on experience.

• Previous experience within an MSP (Managed Service Provider) environment is essential.
• Proven experience leading, supervising or mentoring a technical team, or ready to take the next step into a lead role.
• Strong working knowledge of Microsoft 365, including Exchange Online, Teams, SharePoint and Intune.
• Solid experience with Microsoft Azure, including administration, virtual networks and Entra ID/Azure AD.
• Good understanding of networking fundamentals, including routing, switching, firewalls, VPNs, DNS and DHCP.
• Experience with Windows Server administration, Active Directory and virtualisation platforms.
• Awareness of core cyber security principles and best practice, including endpoint protection, patching and backup/disaster recovery.
• Excellent troubleshooting skills across 2nd and 3rd line technical issues.
• Strong communication skills with the ability to explain technical issues clearly to colleagues and clients.
• A full, valid UK driving licence is required for this role.