Service Desk Team Lead

<p><strong>Role: </strong>Service Desk Team Lead</p><p><strong>Location:</strong> London (Hybrid Working)</p><p><strong>Salary:</strong> Up to £60,000</p><p><strong>Benefits:</strong> Hybrid working, training and certifications, career progression, collaborative culture, exposure to enterprise technologies</p><p></p><p>Our client, a growing Managed Service Provider, is looking to hire a Service Desk Team Lead to support and develop their expanding technical support function.</p><p></p><p>This role will operate as a senior escalation point across 1st, 2nd, and 3rd line support teams, helping to ensure high service standards, strong customer satisfaction, and efficient resolution of technical issues across a broad client base.</p><p></p><p>Working within a fast-paced MSP environment, you'll play a key role in supporting businesses with a wide range of IT services including Microsoft 365, cloud technologies, infrastructure support, cyber security, virtualisation, and disaster recovery solutions. This is an excellent opportunity for someone who enjoys combining hands-on technical work with team leadership and service improvement.</p><p></p><p>What you'll do</p><ul><li>Act as the primary escalation point for complex technical issues across 1st, 2nd, and 3rd line support</li><li>Lead, mentor, and support service desk engineers across daily operations and technical development</li><li>Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved</li><li>Support incident management, root cause analysis, and problem resolution across multiple client environments</li><li>Assist with the implementation and support of Microsoft 365, infrastructure, cloud, networking, and security solutions</li><li>Work closely with project, infrastructure, and customer success teams to improve service delivery and operational efficiency</li><li>Drive continuous improvement across support processes, documentation, and customer experience</li></ul><p></p><p>You'll collaborate with both technical and operational stakeholders to ensure a high-quality support service is delivered across a varied and growing customer base.</p><p></p><p>What we're looking for</p><ul><li>Previous experience in a Service Desk Team Lead, Senior Service Desk Engineer, or similar position</li><li>Strong troubleshooting experience across Microsoft technologies, Windows environments, networking, and infrastructure support</li><li>Experience operating within a Managed Service Provider environment</li><li>Good understanding of Microsoft 365, cloud services, security best practices, and modern IT support environments</li><li>Experience handling escalated incidents and managing competing priorities effectively</li><li>Strong communication and stakeholder management skills</li></ul><p></p><p>The ideal candidate will be technically strong, customer-focused, and comfortable working within a fast-paced, collaborative support environment.</p><p></p><p>Why join?</p><ul><li>Join a growing MSP supporting a broad range of modern IT environments and technologies</li><li>Hybrid working model with flexibility</li><li>Opportunity to lead and shape service delivery processes</li><li>Exposure to cloud, cyber security, and infrastructure projects</li><li>Ongoing professional development and certification support</li><li>Clear progression opportunities within a growing technical team</li></ul><p>?</p><p>Apply now to take the next step in your leadership career within a growing MSP environment.</p><p></p><img src="https://www.jobg8.com/Tracking.aspx?VZ6agKFPodsu1bUJYOefNVbCd%2bQoDjpfl" width="0" height="0" />