We are looking for an enthusiastic, hands-on IT professional to lead by example on a busy service desk. You will combine Tier 3 technical support with day-to-day team leadership, helping engineers develop while ensuring tickets, service levels and customer expectations are managed effectively.
You will spend most of your time resolving complex technical issues remotely and on site, while supporting workload planning, ticket progression and continual service improvement. You will coach Tier 2 engineers, share knowledge and foster a positive, accountable and customer-focused culture.
Key Responsibilities of the Service Desk Team Lead:
- Deliver Tier 3 support across Microsoft cloud, server, desktop and networking environments.
- Coordinate workloads, ticket dispatch and scheduling to meet customer SLAs.
- Mentor engineers through coaching, feedback, training and knowledge sharing.
- Manage incidents and site outages, keeping customers and stakeholders informed.
- Plan and deliver server, cloud, networking and cyber security projects.
- Maintain backups, monitoring, patching, documentation and disaster recovery processes.
- Support service improvement, recruitment, onboarding and team performance activities.
To be Considered for the Service Deak Team Lead role you must have:
- Strong experience with Microsoft 365, Azure, Entra ID, Exchange, Intune and SharePoint.
- Hands-on knowledge of Windows Server and desktop environments, Active Directory, networking and VLAN troubleshooting.
- Experience with VMware, Hyper-V, cloud migrations and remote or on-site support for Windows and Mac devices.
- Previous team lead, shift lead or duty manager experience within an IT department or MSP.
- Excellent customer communication, problem-solving, organisation and project-management skills.
- Experience with RMM tools, firewalls and security systems.
Desirable Experience for the Service Desk Team Lead role:
WatchGuard, Halo, N-able N-central, VoIP, Microsoft SQL Server and ITIL experience would be advantageous.
Important Details
- A full driving licence is essential.
- Rotational weekday and weekend on-call work is required and scheduled in advance.
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Service Desk Team Lead/Tier 3 Engineer in King's Lynn employer: Libra Recruitment Group B.V.
Libra Recruitment Group B.V. is an exceptional employer located in Kings Lynn, offering a dynamic work environment that fosters collaboration and innovation. With a strong focus on employee development, we provide ample growth opportunities and a supportive culture that values proactive contributions. Join us to be part of a team that not only prioritises operational excellence but also champions meaningful work in the supply chain sector.
Contact Details:
Libra Recruitment Group B.V. Recruitment Team
