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 senior technical contact
Contribute to projects, migrations, automation and service improvements
Key Requirements

5+ years’ experience within an MSP or similar IT support environment, with strong L2/L3 technical capability
Experience coordinating service desk activity, mentoring engineers or taking responsibility for escalations
Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
Good knowledge of Windows, Active Directory and networking, including DNS, DHCP, VPNs and firewalls
Experience supporting multiple customer environments using PSA/RMM tools
Strong prioritisation and troubleshooting skills within an SLA-driven environment
Confident communicating with customers and helping less experienced engineers develop
Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous
PowerShell, automation, Microsoft Copilot or Microsoft certifications would be beneficial
An interest in combining hands-on technical work with team leadership and service improvement
Apply now to speak with VIQU IT in confidence, or reach out to Belle Hegarty via the VIQU IT website.

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