At a Glance
- Tasks: Lead and develop a dynamic Service Desk team while solving complex technical issues.
- Company: Join a growing IT solutions company with a focus on innovation and teamwork.
- Benefits: Enjoy a competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting opportunities for growth in a fast-paced, collaborative setting.
- Why this job: Make a real impact by mentoring engineers and driving technology projects.
- Qualifications: Experience in technical support and team leadership is essential.
The predicted salary is between 50000 - 65000 £ per year.
Location: Broxbourne, Essex (site-based, with a UK driving licence required for travel between sites/client visits)
Job Type: Full-time, Permanent
Sector: IT Solutions
The Role
As Technical Team Lead, you will take day-to-day ownership of the Service Desk, leading and developing a team of engineers while acting as the senior technical escalation point for complex 2nd and 3rd line issues. You'll balance hands-on technical problem-solving with team leadership, and you'll play an active role in wider infrastructure and client projects as the business continues to grow.
Key Responsibilities
- Lead, mentor and develop the 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/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 M365, Azure and networking environments for 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 with clients directly where required, including occasional on-site visits.
- Support out-of-hours or on-call cover as part of a rota, where applicable.
Technical Team Lead employer: Nextech Group Limited
As a Business Development Manager at our well-established Technology Solutions company in Teesside, you will thrive in a dynamic work culture that prioritises innovation and collaboration. We offer competitive salaries, comprehensive benefits, and ample opportunities for professional growth, ensuring that you can develop your skills while contributing to meaningful projects that drive customer success.
