Senior Service Desk Lead — Hands-on, SLA-driven

VIQU IT Recruitment; Dudley; Presencial; GBP 42.000 - 56.000; Jornada completa

Descripción de la vacante

VIQU IT Recruitment in the United Kingdom is seeking a hands-on Service Desk Team Lead to join an established MSP and telecoms client. The role combines senior technical support with day-to-day service desk coordination and escalation ownership.

You will guide L1/L2 engineers, coordinate tickets and SLAs, and contribute to projects, automation and service improvements while working across Microsoft 365, Entra ID, Intune, Exchange Online and Windows environments.

Formación

• 5+ years' experience in MSP or similar IT support environment with strong L2/L3 capability.
• Experience coordinating service desk activity, mentoring engineers or taking responsibility for escalations.
• Hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune.
• Good knowledge of Windows, Active Directory and networking (DNS, DHCP, VPNs and firewalls).
• Experience with PSA/RMM tools used by multiple customers.
• Strong prioritisation and troubleshooting within SLA-driven environment.
• Excellent communication with customers and ability to coach junior engineers.
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst advantageous.
• PowerShell, automation, Microsoft Copilot or certifications beneficial.
• Interest in combining hands-on technical work with team leadership and service improvement.

Responsabilidades

• Coordinate day-to-day service desk activity, helping prioritise tickets and maintain SLAs
• Act as a senior technical escalation point, owning complex issues and major incidents
• Provide technical guidance, coaching and support to L1 and L2 engineers
• Maintain clear customer communication throughout incidents and escalations
• Troubleshoot and support Microsoft 365, Entra ID, Intune, Exchange Online and Windows environments
• Encourage consistent ticket handling, documentation and knowledge sharing
• Build strong customer relationships and act as a senior technical contact
• Contribute to projects, migrations, automation and service improvements

Conocimientos

Leadership

Mentoring

Customer communication

Ticket prioritisation

Troubleshooting

Time management

Herramientas

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Descripción del empleo

VIQU IT Recruitment in the United Kingdom is seeking a hands-on Service Desk Team Lead to join an established MSP and telecoms client. The role combines senior technical support with day-to-day service desk coordination and escalation ownership.

You will guide L1/L2 engineers, coordinate tickets and SLAs, and contribute to projects, automation and service improvements while working across Microsoft 365, Entra ID, Intune, Exchange Online and Windows environments.