Service Desk Lead - Hybrid, MS 365 & Automation

VIQU Limited; Dudley; Hybrid; GBP 40,000 - 45,000; Full time

Job summary

VIQU Limited is seeking a Service Desk Team Lead in Birmingham with a hybrid work pattern (2 days WFH). The role combines senior technical support with service desk coordination, ensuring tickets are prioritized and escalations are managed efficiently.

The successful candidate will guide L1/L2 engineers, own complex incidents, and contribute to projects involving Microsoft cloud technologies, AI, and automation. A hands-on lead with 5+ years in an MSP environment is desired.

Qualifications

• 5+ years' experience within an MSP or similar IT support environment.
• Experience coordinating service desk activity, mentoring engineers or taking responsibility for escalations.
• Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune.
• Good knowledge of Windows, Active Directory and networking (DNS, DHCP, VPNs, firewalls).
• Experience supporting multiple customer environments using PSA/RMM tools.
• Strong prioritisation and troubleshooting skills within an SLA-driven environment.
• Confident communicating with customers and helping less experienced engineers develop.
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst would be advantageous.

Responsibilities

• 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.

Skills

MSP experience

L2/L3 support

Team leadership

Customer-focused communication

Prioritisation under SLA

Coaching engineers

Tools

Microsoft 365

Entra ID

Exchange Online

Intune

Autotask

Datto RMM

IT Glue

Meraki

Rewst

PowerShell

Job description

VIQU Limited is seeking a Service Desk Team Lead in Birmingham with a hybrid work pattern (2 days WFH). The role combines senior technical support with service desk coordination, ensuring tickets are prioritized and escalations are managed efficiently.

The successful candidate will guide L1/L2 engineers, own complex incidents, and contribute to projects involving Microsoft cloud technologies, AI, and automation. A hands-on lead with 5+ years in an MSP environment is desired.