Support Team Lead - EMEA

Nerdio; United Kingdom; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Stock Options

Health and Welfare Plans

Unlimited Flexible Paid Time Off

Competitive Base and Incentive Plan

Job summary

Nerdio is seeking a Team Lead for their EMEA Support Team, responsible for guiding and overseeing Support Engineers. The role involves both technical support and leadership, ensuring high-quality support delivery and efficient operations.

The ideal candidate has over 5 years of experience in technical support or cloud infrastructure, with strong knowledge of Azure Virtual Desktop and Intune. This position offers remote-first flexibility and a competitive compensation package.

Qualifications

• Demonstrate strong working knowledge of AVD and Intune.
• Lead peers effectively in technical standards setting.
• Ensure clear communication and support to customers.

Responsibilities

• Lead a team of Support Engineers for quality control.
• Review case documentation for depth and clarity.
• Monitor and manage Support queue and SLA adherence.

Skills

Technical support experience

Cloud infrastructure knowledge

Azure Virtual Desktop experience

Intune environments

Diagnostic and troubleshooting mindset

Education

5+ years in technical support or enterprise systems

Microsoft AZ104 Certification within 90 days

Tools

Zendesk

FSLogix

Job description

At Nerdio, our mission is to simplify the lives of IT professionals and maximize their Microsoft cloud and end user computing investments.

We support organizations of all sizes looking to deploy, manage, and cost-optimize native Microsoft technologies. We partner with Enterprises and Managed Service Providers all over the world to add value on top of their existing native Microsoft investments like Azure Virtual Desktop (AVD), Windows 365, and Microsoft Intune.

Created in 2016, Nerdio has always taken a market-leading and collaborative approach to cloud deployment and management. In fact, our product roadmap is greatly influenced by the regular feedback we receive from having seen companies deploy AVD into production environments several thousand times using Nerdio technology.

Today, Nerdio is used in over 50 countries by more than 15,000 organizations of every size and vertical. We’re committed to delivering exceptional service and support, which starts with identifying and supporting the best staff possible.

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

About the role

You willbe responsible forleading a team of motivated and skilled Support Engineers for our EMEA-based Support Team. This role balances hands-on technical support with team leadership, queue oversight, and quality control. You will be part of a highly functioning team of individuals comprised of Level 1 and 2 engineers. This is a working team lead role. You will carry cases, coach engineers, and drive operational discipline across the team to achieve world class support.

What you'll do

• Provide daily guidance and direction to Nerdio Support Engineers
• Review cases for troubleshooting depth, documentation quality, and communication clarity
• Set expectations for case ownership, follow-through, and customer updates
• Support onboarding and ramping of new engineers
• Deliver direct coaching and performance feedback aligned with Technical Support expectations
• Reinforce consistent ways of working across regions

Operational Ownership

• Own day-to-day performance of the Nerdio Support queue
• Identify trends and recurring issues and partner with leadership on process improvements
• Ensure escalated cases meet readiness standards and include proper documentation and diagnostics
• Monitor ticket flow, backlog, aging, and response times
• Ensure SLA adherence and proactive communication in priority cases
• Partner with the Escalation team to ensure clean, well-documented handoffs
• Step in on high-impact cases when needed to stabilize customer situations
• Provide advanced troubleshooting support for complex Nerdio Product Issues: AVD, Intune, and Modern Work centric.
• Support deployments and customer onboarding activities
• Engage directly with customers via screen share and live troubleshooting sessions
• Serve as a senior technical resource for high-impact customer cases

Technical Expertise:

• Demonstrate strong working knowledge of:
• FSLogix
• Promote structured troubleshooting and consistent ways of working
• Complete Microsoft AZ104 Certification within 90 days of employment

Cross-Functional Collaboration:

• Partner with Escalation teams to ensure clean handoffs and efficient resolution
• Collaborate with the Engineering and Product teams on reproducible issues and feedback
• Support Sales Engineering and Customer Success during customer engagements
• Drive alignment across regions to maintain global standards

Qualifications

• 5+ years of technical support, cloud infrastructure, or enterprise systems experience
• Strong experience with Azure Virtual Desktop and Intune environments
• Comfortable leading peers and setting technical standards
• Clear communication with both customers and internal stakeholders
• Strong diagnostic and troubleshooting mindset

Preferred Qualifications

• Previous experience in providing support for cloud-based services or SaaS (Software as a Service) products
• Knowledge of Active Directory, Group Policy, and identity management concepts
• Experience with ticketing systems, such as Zendesk
• Understanding of ITIL (Information Technology Infrastructure Library) framework and best practices
• Certification in relevant technologies, such as Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) or ITIL certifications

What We Offer

• A collaborative, technically strong Internal IT team where your work directly matters
• Exposure to a modern, cloud-first Microsoft stack in a company that builds on top of it
• Opportunities to grow into senior technical roles as the team expands
• Remote-first flexibility with a supportive, global team culture
• Competitive compensation commensurate with experience and local market; benefits package in line with local employment law requirements
• Nerdio complies with all applicable employment regulations in the countries where we hire. Specific employment terms, benefits, and statutory entitlements will be discussed during the offer stage based on your country of residence.

Benefits and Incentives

• Competitive Base and Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off, including your birthday off!

*Benefits for international employees, outside the US, vary by country.

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Implementation Services | Technical Product Support | Technical Account Management