Service Desk Team Lead

We’re working with a growing Managed Service Provider (MSP) looking to appoint a Service Desk Team Leader to lead and develop a team of Modern Workplace Engineers.

This is an excellent opportunity for someone who combines strong technical knowledge with people management skills, taking ownership of service delivery, developing engineers and ensuring an exceptional customer experience.

The Role:

• Lead, mentor and develop a team of Modern Workplace Engineers.
• Manage workloads, service desk demand and resource allocation.
• Act as an escalation point for technical issues and troubleshooting.
• Drive service quality, ensuring agreed SLAs and customer expectations are consistently met.
• Identify recurring issues through root cause and trend analysis.
• Build development plans, manage performance and support the progression of team members.
• Develop strong relationships with customers and internal stakeholders.

What We’re Looking For:

• Previous experience in a Service Desk or IT Team Leader position within an MSP.
• Strong knowledge of Modern Workplace technologies, particularly Microsoft Intune, MDM and Azure.
• Understanding of Microsoft 365, Active Directory, permissions and endpoint security.
• Broader IT infrastructure knowledge, including desktops, firewalls and peripheral devices.
• Strong troubleshooting and problem-solving skills.
• Experience managing escalations, SLAs and service desk performance.
• Microsoft 365 Administrator Expert certification.

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