Service Desk Team Lead

About the role

The Service Desk Team Lead will focus on people and delivery rather than individual tickets, guiding a team of Level 1‑3 engineers to consistently meet high service standards and SLA commitments.

Key responsibilities

• Own daily performance of the Service Desk, managing output, behaviour and quality through real‑time oversight and monthly KPI reviews.
• Act as primary escalation point for assigned clients, coordinating and communicating issues to resolution.
• Escalate to SOC/NOC teams promptly according to escalation triggers.
• Lead training, coaching and development of Service Desk Engineers to build capability and confidence.
• Plan and manage resourcing, including onsite scheduling and leave approvals.
• Participate in monthly customer meetings and attend client onsite visits as required.

Required profile

• 3+ years in a technical engineering/support role working with the modern Microsoft stack.
• 2+ years managing and leading a team, preferably within an MSP environment.
• Strong problem‑resolution skills across multiple platforms and confident customer communication.

Required skills

• Microsoft 365 (M365) stack, Azure, Windows, and infrastructure technologies.
• Understanding of ConnectWise RSM (nice to have).
• Experience with ITIL frameworks and service‑desk set‑ups.

What we offer

• Permanent role with hybrid flexibility (office or home).
• Backing from a global technology group with growth opportunities.
• Personalised progression plan and investment in certifications and up‑skilling.
• Yearly work anniversary gifts, on‑site gym, storage lockers and showers.
• Access to a market‑leading L&D program, weekly tech podcasts and a vibrant, fun culture.