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- Tasks: Lead a team, resolve technical issues, and mentor junior engineers in a dynamic MSP environment.
- Company: Growing Managed Service Provider based in Swindon with a supportive culture.
- Benefits: Salary up to £40,000, clear progression opportunities, and ongoing training.
- Why this job: Make a real impact by leading a team and working with modern Microsoft technologies.
- Qualifications: Strong 2nd Line experience and excellent communication skills required.
- Other info: Enjoy a team-focused environment with exposure to cutting-edge cloud tech.
The predicted salary is between 36000 - 60000 £ per year.
We are working with a growing Managed Service Provider based in Swindon who are looking to appoint a Service Desk Lead. This role is ideal for a strong 2nd Line Engineer who enjoys being the technical escalation point, mentoring engineers, and maintaining high service standards within an MSP environment. You will act as the bridge between 1st Line and senior technical teams, taking ownership of complex issues while helping to drive continuous improvement across the service desk.
Responsibilities
- Act as the primary escalation point for 2nd Line technical issues
- Provide hands-on technical support across Microsoft technologies
- Lead, support, and mentor Service Desk Engineers (1st/2nd Line)
- Ensure incidents and service requests are resolved within SLA
- Own problem management and root cause analysis
- Assist with onboarding new clients and service transitions
- Maintain accurate documentation and knowledge base articles
- Work in line with ITIL frameworks and best practices
- Liaise with 3rd Line engineers and vendors when required
Technical Requirements
- Strong 2nd Line / Escalation experience within an MSP environment
- Excellent knowledge of:
- Microsoft 365 (O365)
- Windows Server (2016/2019/2022)
- Azure AD
- Intune / Endpoint Manager
- Group Policy
- Active Directory
- Experience supporting desktops, laptops, and mobile devices
- Networking knowledge (DNS, DHCP, TCP/IP)
Skills & Experience
- Proven experience working in MSP environment
- Comfortable leading by example and supporting junior engineers
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Experience working to ITIL processes (Incident, Problem, Change)
- ITIL certification desirable but not essential
What’s On Offer
- Salary up to £40,000
- Location: Swindon (On-site)
- Clear progression opportunities
- Supportive, team-focused MSP environment
- Exposure to modern Microsoft cloud technologies
- Ongoing training and development
IT Service Desk Team Leader in Swindon employer: FusePump
Contact Detail:
FusePump Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Team Leader in Swindon
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those in MSPs. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance, demonstrate your technical know-how during interviews. Bring up specific examples of how you've tackled complex issues or mentored junior engineers.
✨Tip Number 3
Be proactive! If you see a problem in the service desk processes, suggest improvements during your interview. This shows you're not just a follower but someone who can drive change and enhance service standards.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a better chance to stand out and show us why you're the perfect fit for the Service Desk Lead role.
We think you need these skills to ace IT Service Desk Team Leader in Swindon
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your 2nd Line experience, especially with Microsoft technologies, to show us you’re the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about leading a service desk team. Share specific examples of how you've mentored engineers or resolved complex issues to demonstrate your leadership skills.
Showcase Your Problem-Solving Skills: In your application, include examples of how you've tackled technical challenges in the past. We want to see your troubleshooting prowess and how you’ve contributed to continuous improvement in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process.
How to prepare for a job interview at FusePump
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Windows Server, and Azure AD. Be ready to discuss specific scenarios where you've used these technologies, as this will show your hands-on experience and technical prowess.
✨Showcase Your Leadership Skills
As a Service Desk Team Leader, you'll need to demonstrate your ability to mentor and support junior engineers. Prepare examples of how you've led teams or improved service standards in previous roles to highlight your leadership capabilities.
✨Understand ITIL Frameworks
Familiarise yourself with ITIL processes, especially around incident and problem management. Be prepared to discuss how you've applied these frameworks in your past work, as this will show that you can maintain high service standards.
✨Communicate Clearly and Confidently
Strong communication skills are key for this role. Practice explaining complex technical issues in simple terms, as you'll need to liaise with both technical teams and clients. This will demonstrate your customer service skills and ability to bridge gaps between different teams.
