Service Desk Support Lead

SR2; Cwmsyfiog; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A technology services firm is seeking a Service Desk Support Lead to be the technical escalation point for a cloud-first transformation project. This role requires strong experience with Azure and O365, as well as excellent problem-solving skills. You will collaborate closely with junior engineers to ensure seamless operations and support BAU activities. The position is hybrid and based near Bristol, with an initial duration of 3 months.

Qualifications

• Strong hands-on experience with Azure, O365, and core networking principles.
• Proven track record in IT infrastructure or 3rd line support roles.
• Comfortable owning escalations and guiding more junior engineers.

Responsibilities

• Act as the 3rd line escalation point across networking, Azure, O365, and infrastructure issues.
• Support BAU activities across cloud infrastructure and on-prem networking systems.
• Identify and resolve issues proactively across the IT stack.

Skills

Azure

O365

Networking

Problem-solving

Team collaboration

Tools

NetSuite

Job description

Overview

Service Desk Support Lead | Azure | O365 | Networking | Cloud-First; 3rd Line Escalation | ERP Support | BAU Excellence | Team Culture | Bristol-Based.

SR2 is working with a long-term client undergoing a strategic transformation towards a cloud-first model. We're hiring a Service Desk Support Lead to serve as a technical escalation point, working closely with a team of junior engineers to ensure smooth day-to-day operations across IT infrastructure and enterprise systems.

This is a hands-on support role — perfect for someone who enjoys solving problems, mentoring others, and being the calm in the chaos. Culture fit is everything here: they're after a team player who can support, guide, and collaborate.

Key Responsibilities

• Act as the 3rd line escalation point across networking, Azure, O365, and infrastructure issues
• Collaborate with junior permanent engineers
• Support BAU activities across cloud infrastructure and on-prem networking systems
• Troubleshoot and maintain enterprise tooling, with potential exposure to NetSuite ERP
• Assist in the transition toward a modern, cloud-first operating model
• Identify and resolve issues proactively across the IT stack — endpoint, access, network, cloud
• Team-oriented and culturally aware — you'll be part of a tight-knit group
• Adaptable, proactive, and solutions-focused
• Based within commutable distance to Bristol (on-site 2 days/week)

Details

• Outside IR35
• Duration: 3 months initial (extensions likely)
• Location: Hybrid (Bristol based)
• Join a collaborative, forward-thinking team making tangible IT improvements

If you're an experienced support engineer who loves solving problems and making teams better — apply now!

Ideal Candidate Profile

• Strong hands-on experience with Azure, O365, and core networking principles
• Proven track record in IT infrastructure or 3rd line support roles
• Comfortable owning escalations and guiding more junior engineers
• Experience with ERP systems (e.g. NetSuite) is a plus, not a must