At a Glance
- Tasks: Lead and mentor a dynamic Service Desk team while tackling complex technical challenges.
- Company: Market-leading IT Solutions and Cyber Security provider with a focus on growth.
- Benefits: Competitive salary, ongoing training, and genuine progression opportunities.
- Other info: Site-based role in Broxbourne with occasional client travel; driving licence required.
- Why this job: Shape the future of IT support and make a real impact in a supportive environment.
- Qualifications: Experience in MSP environments and strong knowledge of Microsoft 365 and Azure.
The predicted salary is between 45000 - 45000 £ per year.
Salary
Requirements
- Previous experience within an MSP (Managed Service Provider) environment is essential.
- Proven experience leading, supervising or mentoring a technical team, or ready to take the next step into a lead role.
- Strong working knowledge of Microsoft 365, including Exchange Online, Teams, Share Point and Intune.
- Solid experience with Microsoft Azure, including administration, virtual networks and Entra ID/Azure AD.
- Good understanding of networking fundamentals, including routing, switching, firewalls, VPNs, DNS and DHCP.
- Experience with Windows Server administration, Active Directory and virtualisation platforms.
- Awareness of core cyber security principles and best practice, including endpoint protection, patching and backup/disaster recovery.
- Excellent troubleshooting skills across 2nd and 3rd line technical issues.
- Strong communication skills with the ability to explain technical issues clearly to colleagues and clients.
- A full, valid UK driving licence is required for this role.
Responsibilities
- Lead, mentor and develop our Service Desk team, driving performance, ticket quality and SLA adherence.
- Act as the senior escalation point for complex 2nd and 3rd line technical issues, taking ownership through to resolution.
- Support, coach and upskill engineers, carrying out call and ticket quality reviews and identifying training needs.
- Monitor ticket queues, workloads and priorities to ensure efficient allocation and timely resolution.
- Contribute to and take part in client infrastructure projects, migrations and technology rollouts.
- Assist with the design, implementation and maintenance of Microsoft 365, Azure and networking environments for our clients.
- Identify recurring issues and drive proactive root-cause fixes and process improvements.
- Maintain accurate documentation, including knowledge base articles and client-specific procedures.
- Liaise directly with clients where required, including occasional on-site visits.
- Support out-of-hours or on-call cover as part of a rota, where applicable.
- Technologies
- Active Directory
- Azure
- Support
- Microsoft 365
- Security
- Share Point
- Windows
- Office 365
- Cloud
- Dev Ops
- More
We are a market-leading IT Solutions and Cyber Security provider delivering managed IT and security services to a growing base of business customers.
We are expanding our service delivery team and hiring a Technical Team Lead to help shape and strengthen our Service Desk function.
This is a site-based role in Broxbourne, Essex, with occasional client travel and a UK driving licence required.
We offer a key leadership role within a growing business, genuine progression opportunities, exposure to varied M365, Azure, networking and security projects, a supportive close-knit team environment, ongoing training and certifications, and a competitive salary dependent on experience.
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