Service Desk Team Lead

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

Job summary

VIQU IT is seeking a Service Desk Team Lead to join the Birmingham team on a hybrid basis (2 days WFH). The role combines senior technical support with day-to-day service desk coordination, helping to keep the desk running smoothly and supporting engineers with complex issues.

You will own customer escalations, provide guidance on Microsoft 365, Entra ID, Intune and Windows environments, and contribute to customer projects and service improvements as the company grows.

Qualifications

• 5+ years in MSP or similar IT support environment.
• Experience coordinating service desk activities and mentoring engineers.
• Strong hands-on experience with Microsoft 365, Entra ID, Exchange Online and Intune.
• Networking and Windows OS knowledge including DNS, DHCP, VPNs and firewalls.
• Experience with PSA/RMM tools across multiple customer environments.

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

Senior IT support

L2/L3 support

Customer liaison

Ticket coordination

Tools

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Job description

Service Desk Team Lead

Birmingham – Hybrid (2 days WFH) | £40,000–£45,000 | Permanent

VIQU have partnered with a growing MSP and telecoms business looking for a Service Desk Team Lead to join their established technical team. This is a hands‑on role combining senior technical support with day‑to‑day service desk coordination. You’ll help keep the desk running smoothly, support engineers with complex issues and take ownership of customer escalations.

The business invests heavily in its people and technology, offering opportunities to develop technically and take on greater responsibility as the company grows. Alongside service desk responsibilities, you’ll get involved in customer projects, Microsoft cloud technologies, AI and automation.

Key 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

Key Requirements

• 5+ years’ experience within an MSP or similar IT support environment, with strong L2/L3 technical capability
• 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, including DNS, DHCP, VPNs and 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
• PowerShell, automation, Microsoft Copilot or Microsoft certifications would be beneficial
• An interest in combining hands‑on technical work with team leadership and service improvement