Service Desk Lead — Hybrid (2 days WFH) & MS 365 Expertise

VIQU IT Recruitment; West Midlands; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Referral bonus

Job summary

VIQU IT Recruitment partnered with a growing MSP and telecoms business to recruit a Service Desk Team Lead in Birmingham. This hands-on role combines senior technical support with day-to-day service desk coordination, owning escalations and guiding L1/L2 engineers.

You’ll work on Microsoft 365, Entra ID, Intune and Windows environments, contribute to projects, automation and service improvements, and develop leadership responsibilities as the team grows.

Qualifications

• 5+ years' experience within an MSP or similar IT support environment
• Experience coordinating service desk activity and mentoring engineers
• Hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune
• Knowledge of Windows, Active Directory and networking (DNS, DHCP, VPNs, firewalls)
• Experience with PSA/RMM tools across multiple customer environments
• Strong prioritisation and troubleshooting within SLA-driven environment
• Excellent customer communication; ability to develop less experienced engineers

Responsibilities

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

Skills

MSP experience

Team leadership

Escalation ownership

Customer communication

Tools

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Job description

VIQU IT Recruitment partnered with a growing MSP and telecoms business to recruit a Service Desk Team Lead in Birmingham. This hands-on role combines senior technical support with day-to-day service desk coordination, owning escalations and guiding L1/L2 engineers.

You’ll work on Microsoft 365, Entra ID, Intune and Windows environments, contribute to projects, automation and service improvements, and develop leadership responsibilities as the team grows.