Service Desk Team Lead

VIQU Ltd; North East; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Referral bonus

Job summary

VIQU Ltd is hiring a Service Desk Team Lead in Birmingham on a hybrid basis (2 days WFH). The role blends hands-on senior technical support with service desk coordination, ownership of escalations, and mentoring engineers.

You will guide L1/L2 staff, manage SLAs, and contribute to projects involving Microsoft cloud technologies, AI, and automation as the company grows.

Qualifications

• 5+ years in an MSP or similar IT support environment with L2/L3 capability.
• Experience coordinating service desk activity and mentoring engineers.
• Strong hands-on with Microsoft 365, Entra ID, Intune and Exchange Online.
• Solid Windows, Active Directory, DNS/ DHCP and firewall knowledge.
• Experience with PSA/RMM tools across multiple customer environments.

Responsibilities

• Coordinate day-to-day service desk activity and prioritize tickets to meet SLAs.
• Act as senior escalation point for complex issues and major incidents.
• Provide coaching and support to L1/L2 engineers.
• Maintain clear customer communication during incidents and escalations.
• Troubleshoot and support Microsoft 365, Entra ID, Intune, Exchange Online and Windows.
• 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

L2/L3 support

Team leadership

Customer communication

MSP coordination

PowerShell

Automation

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

Do you know someone great? We'll thank you with up to £1,000 if your referral is successful (terms apply).