Service Desk Team Leader

MS Talent; Exeter; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A growing Managed Service Provider in Exeter seeks an IT Support/Service Desk Team Leader. The role involves leading a team of engineers, managing SLA delivery, and providing hands-on support. Candidates should have experience with Microsoft tools like M365 and SharePoint. Benefits include training opportunities and bonuses for certifications.

Benefits

£500 per certification

Opportunity to move into broader management

Exposure to AI and the latest M365 stack

Qualifications

• MSP background with strong Microsoft tech support.
• Hands-on experience with M365, SharePoint, Azure AD, and Active Directory.
• Proven team leadership and mentoring capabilities.

Responsibilities

• Lead a team of first-line engineers and manage ticket queues.
• Act as a point of escalation and contribute to knowledge base.
• Provide hands-on support and maintain a hybrid working model.

Skills

MSP background with strong Microsoft tech support

Hands-on with M365, SharePoint, Azure AD/Entra ID

Proven team leadership

Strong focus on SLA delivery

Application support experience

Job description

IT Support/Service Desk Team Leader (Microsoft 365, Azure AD, SharePoint, MSP, Active Directory) – Great training and certifications on offer!

An IT Support/Service Desk Team Leader (Microsoft 365, Azure AD, SharePoint, MSP, Active Directory) is required by a growing MSP investing heavily in tech and people. This is a hands‑on leadership role with a fast‑track path to Support Services Manager.

Required Experience and Skills

• MSP background with strong Microsoft tech support
• Hands‑on with M365, SharePoint, Azure AD/Entra ID, Exchange Online, and Active Directory
• Application support experience
• Proven team leadership (people or technical)
• Strong focus on SLA delivery and mentoring

As an IT Support/Service Desk Team Leader, you can train and pass Certifications. When you achieve a certification, you are rewarded with £500 per pass.

Responsibilities

• Lead 5‑6 first‑line engineers, manage ticket queues, hit SLAs, provide hands‑on support, log time, and run regular 1:1s.
• Act as a point of escalation for the team, engage in training and coaching from a technical perspective, and contribute to the KB.
• Handle tickets directly when required.
• Maintain a hybrid working model, with office presence 2‑3 days per week.

What's on offer

• Opportunity to move into a broader management role
• £500 per certification
• Exposure to AI, Unified Communications, and the latest M365 stack
• Progress into 2nd line leadership
• Strong technical development

Apply Now – Interviews Happening This Week!