Service Desk Team Lead/Tier 3 Engineer

Libra Recruitment Group B.V.; King's Lynn; Ibrido; GBP 40.000 - 56.000; Tempo pieno

Descrizione del lavoro

Libra Recruitment Group B.V. is seeking an enthusiastic IT professional to lead a busy service desk, combining Tier 3 technical support with team leadership.

You will resolve complex issues remotely and on site, coach Tier 2 engineers, manage workloads, and drive service improvement while ensuring SLAs and customer expectations are met.

Competenze

• Strong experience with Microsoft 365, Azure, Entra ID, Exchange, Intune and SharePoint.
• Hands-on knowledge of Windows Server and desktop environments, Active Directory, networking and VLAN troubleshooting.
• Experience with VMware, Hyper-V, cloud migrations and remote or on-site support for Windows and Mac devices.
• Previous team lead, shift lead or duty manager experience within an IT department or MSP.
• Excellent customer communication, problem-solving, organisation and project-management skills.
• Experience with RMM tools, firewalls and security systems.

Mansioni

• Deliver Tier 3 support across Microsoft cloud, server, desktop and networking environments.
• Coordinate workloads, ticket dispatch and scheduling to meet customer SLAs.
• Mentor engineers through coaching, feedback, training and knowledge sharing.
• Manage incidents and site outages, keeping customers and stakeholders informed.
• Plan and deliver server, cloud, networking and cyber security projects.
• Maintain backups, monitoring, patching, documentation and disaster recovery processes.
• Support service improvement, recruitment, onboarding and team performance activities.

Conoscenze

Microsoft 365

Azure

Entra ID

Exchange

Intune

SharePoint

Active Directory

Networking

VLAN

VMware

Hyper-V

Cloud migrations

RMM tools

Firewalls

Strumenti

RMM tools

VMware

Hyper-V

Security systems

Descrizione del lavoro

We are looking for an enthusiastic, hands-on IT professional to lead by example on a busy service desk. You will combine Tier 3 technical support with day-to-day team leadership, helping engineers develop while ensuring tickets, service levels and customer expectations are managed effectively.

You will spend most of your time resolving complex technical issues remotely and on site, while supporting workload planning, ticket progression and continual service improvement. You will coach Tier 2 engineers, share knowledge and foster a positive, accountable and customer-focused culture.

Key Responsibilities of the Service Desk Team Lead:

• Deliver Tier 3 support across Microsoft cloud, server, desktop and networking environments.
• Coordinate workloads, ticket dispatch and scheduling to meet customer SLAs.
• Mentor engineers through coaching, feedback, training and knowledge sharing.
• Manage incidents and site outages, keeping customers and stakeholders informed.
• Plan and deliver server, cloud, networking and cyber security projects.
• Maintain backups, monitoring, patching, documentation and disaster recovery processes.
• Support service improvement, recruitment, onboarding and team performance activities.

To be Considered for the Service Deak Team Lead role you must have:

• Strong experience with Microsoft 365, Azure, Entra ID, Exchange, Intune and SharePoint.
• Hands-on knowledge of Windows Server and desktop environments, Active Directory, networking and VLAN troubleshooting.
• Experience with VMware, Hyper-V, cloud migrations and remote or on-site support for Windows and Mac devices.
• Previous team lead, shift lead or duty manager experience within an IT department or MSP.
• Excellent customer communication, problem-solving, organisation and project-management skills.
• Experience with RMM tools, firewalls and security systems.

Desirable Experience for the Service Desk Team Lead role:

WatchGuard, Halo, N-able N-central, VoIP, Microsoft SQL Server and ITIL experience would be advantageous.

Important Details

• A full driving licence is essential.
• Rotational weekday and weekend on-call work is required and scheduled in advance.