Service Desk Team Lead - Hybrid (MS 365 & Automation)

VIQU IT; West Midlands; Hybride; GBP 40 000 - 45 000; Plein temps

Avantages offerts par ce poste

Referral bonus

Résumé du poste

VIQU is seeking a Service Desk Team Lead in Birmingham on a hybrid basis (2 days WFH). The role blends hands-on technical support with service desk coordination, owning escalations and guiding engineers.

You will manage complex issues, maintain SLAs and contribute to projects involving Microsoft cloud technologies, AI, and automation. The ideal candidate has 5+ years in MSP or similar IT support, strong L2/L3 capabilities, and experience with Microsoft 365, Entra ID, Exchange Online and Intune.

Qualifications

• 5+ years experience in an MSP or similar IT support environment.
• Experience coordinating service desk activity and mentoring engineers or owning 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 within SLA-driven environment.
• Confident communicating with customers and developing engineers.
• Experience with Autotask, Datto RMM, IT Glue, Meraki or Rewst advantageous.
• PowerShell, automation or Microsoft Copilot beneficial.

Responsabilités

• Coordinate day-to-day service desk activity and ticket prioritisation.
• Act as senior technical escalation point for complex issues and major incidents.
• Provide guidance and coaching to L1/L2 engineers.
• Maintain clear customer communication during incidents and escalations.
• Troubleshoot and support Microsoft 365, Entra ID, Intune, Exchange Online and Windows environments.
• Promote consistent ticket handling and knowledge sharing.
• Build strong customer relationships as a senior technical contact.
• Contribute to projects, migrations, automation and service improvements.

Connaissances

MSP experience

L2/L3 support

Leadership

Microsoft 365

Entra ID

Intune

Windows

Active Directory

Networking

DNS

DHCP

VPNs

Firewalls

PSA tools

RMM tools

IT Glue

Meraki

PowerShell

Outils

Autotask

Datto RMM

IT Glue

Meraki

Rewst

Description du poste

VIQU is seeking a Service Desk Team Lead in Birmingham on a hybrid basis (2 days WFH). The role blends hands-on technical support with service desk coordination, owning escalations and guiding engineers.

You will manage complex issues, maintain SLAs and contribute to projects involving Microsoft cloud technologies, AI, and automation. The ideal candidate has 5+ years in MSP or similar IT support, strong L2/L3 capabilities, and experience with Microsoft 365, Entra ID, Exchange Online and Intune.