Senior IT Service Desk Lead L2-L3 (Hybrid)
Global Technology Solutions Ltd
Get a reply from this employer
Your resume and cover letter, tailored to exactly what they’re hiring for.
Benefits offered by this job
Job summary
Global Technology Solutions Ltd in Reading is seeking a 2nd & 3rd Line IT Service Desk Team Leader. The role combines hands-on technical work with people management in a hybrid setup (3 days in office per week, Month 1: full-time in office).
You will lead L2 analysts and L3 admins, handle escalations, and drive service improvement. The role requires MSP leadership, strong Microsoft 365/Azure/Windows Server experience, ITIL expertise, and relevant security/firwall know-how.
Qualifications
- ITIL 4 certification preferred or equivalent.
- Strong knowledge of Microsoft 365 stack and Windows Server.
- Experience with network security and firewall platforms.
Responsibilities
- Own senior escalations, major incidents and root-cause analysis.
- Support Microsoft platforms, servers, cloud and networking; coordinate patching.
- Manage queues, workloads, KPIs and SLAs via ITIL processes.
- Maintain documentation, improve resolutions and participate in on‑call support.
- Coach staff, conduct reviews and support recruitment.
Skills
Tools
Job description
Global Technology Solutions Ltd in Reading is seeking a 2nd & 3rd Line IT Service Desk Team Leader. The role combines hands-on technical work with people management in a hybrid setup (3 days in office per week, Month 1: full-time in office).
You will lead L2 analysts and L3 admins, handle escalations, and drive service improvement. The role requires MSP leadership, strong Microsoft 365/Azure/Windows Server experience, ITIL expertise, and relevant security/firwall know-how.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
