Service Desk Team Lead

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

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