Service Desk Team Lead - Hybrid | MS 365 & Escalations

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

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.