Service Desk Team Lead

Service Desk Team Lead
Birmingham - Hybrid (2 days WFH)
£40,000-£45,000 | Permanent

VIQU have partnered with a growing MSP and telecoms business looking for a Service Desk Team Lead to join their established technical team. This is a hands-on role combining senior technical support with day-to-day service desk coordination. You'll help keep the desk running smoothly, support engineers with complex issues and take ownership of customer escalations.

The business invests heavily in its people and technology, offering opportunities to develop technically and take on greater responsibility as the company grows. Alongside service desk responsibilities, you'll get involved in customer projects, Microsoft cloud technologies, AI and automation.

Key Responsibilities

• 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 seni...