Technical Team Leader - 2nd and 3rd Line - MSP Service Desk - Hybrid Reading - Berkshire

2nd & 3rd Line IT Service Desk Team Leader

Location: Reading – Hybrid 3 days in office per week. (Month 1 full time in office)

Role and responsibilities

Lead L2 analysts and L3 systems administrators in managed services, combining 65% hands‑on technical work with 35% management.

• Own senior escalations, major incidents, root cause investigations and infrastructure improvements.
• Support Microsoft platforms, servers, cloud and networking; coordinate patching and vulnerability remediation with the SOC.
• Manage queues, workloads, KPIs and SLAs using ITIL processes.
• Maintain documentation, improve resolution and participate in on‑call support.
• Coach staff, conduct reviews and support recruitment and development.

Technical and leadership experience

• MSP team leadership and people management.
• Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune and Exchange Online.
• Server infrastructure, cloud and networking.
• Cisco, Meraki, FortiGate and Palo Alto.
• ITSM and IT Glue administration, security collaboration and service improvement.

Essential certifications

ITIL 4; Windows Server Hybrid Administrator AZ-800/AZ-801, Microsoft 365 Administrator MS-102 and CCNA, with equivalent experience accepted for those three; PCNSA; CompTIA Security+.

25 days holiday plus bank holidays, holiday trading, pension, life assurance, employee assistance, mentoring, eye care, flu vaccination.

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