Full job descriptionRole: Service Desk Team Lead
Location: London (Hybrid Working)
Salary: Up to £60,000
Benefits: Hybrid working, training and certifications, career progression, collaborative culture, exposure to enterprise technologies


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.


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.


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.


What you’ll do
*Act as the primary escalation point for complex technical issues across 1st, 2nd, and 3rd line support
*Lead, mentor, and support service desk engineers across daily operations and technical development
*Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved
*Support incident management, root cause analysis, and problem resolution across multiple client environments
*Assist with the implementation and support of Microsoft 365, infrastructure, cloud, networking, and security solutions
*Work closely with project, infrastructure, and customer success teams to improve service delivery and operational efficiency
*Drive continuous improvement across support processes, documentation, and customer experience


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.


What we’re looking for
*Previous experience in a Service Desk Team Lead, Senior Service Desk Engineer, or similar position
*Strong troubleshooting experience across Microsoft technologies, Windows environments, networking, and infrastructure support
*Experience operating within a Managed Service Provider environment
*Good understanding of Microsoft 365, cloud services, security best practices, and modern IT support environments
*Experience handling escalated incidents and managing competing priorities effectively
*Strong communication and stakeholder management skills


The ideal candidate will be technically strong, customer-focused, and comfortable working within a fast-paced, collaborative support environment.


Why join?
*Join a growing MSP supporting a broad range of modern IT environments and technologies
*Hybrid working model with flexibility
*Opportunity to lead and shape service delivery processes
*Exposure to cloud, cyber security, and infrastructure projects
*Ongoing professional development and certification support
*Clear progression opportunities within a growing technical team
?
Apply now to take the next step in your leadership career within a growing MSP environment.