Technical Team Leader - 2nd and 3rd Line - MSP Service Desk - Hybrid Reading - Berkshire

Global Technology Solutions Ltd; Reading; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Pension

Life assurance

Employee assistance

Mentoring

Eye care

Flu vaccination

Holiday trading

Job summary

Global Technology Solutions Ltd in Reading is seeking a 2nd & 3rd Line IT Service Desk Team Leader. The role combines hands-on technical work with people management in a hybrid setup (3 days in office per week, Month 1: full-time in office).

You will lead L2 analysts and L3 admins, handle escalations, and drive service improvement. The role requires MSP leadership, strong Microsoft 365/Azure/Windows Server experience, ITIL expertise, and relevant security/firwall know-how.

Qualifications

• ITIL 4 certification preferred or equivalent.
• Strong knowledge of Microsoft 365 stack and Windows Server.
• Experience with network security and firewall platforms.

Responsibilities

• Own senior escalations, major incidents and root-cause analysis.
• Support Microsoft platforms, servers, cloud and networking; coordinate patching.
• Manage queues, workloads, KPIs and SLAs via ITIL processes.
• Maintain documentation, improve resolutions and participate in on‑call support.
• Coach staff, conduct reviews and support recruitment.

Skills

MSP leadership

L2/L3 escalation

Hybrid working

ITIL processes

Microsoft 365

Azure

Windows Server

Active Directory

Entra ID

Intune

Exchange Online

Networking

Cisco

Meraki

FortiGate

Palo Alto

ITSM

IT Glue

Tools

IT Glue

Job description

2nd & 3rd Line IT Service Desk Team Leader

Location: Reading – Hybrid 3 days in office per week. (Month 1 full time in office)

Role and responsibilities

Lead L2 analysts and L3 systems administrators in managed services, combining 65% hands‑on technical work with 35% management.

• Own senior escalations, major incidents, root cause investigations and infrastructure improvements.
• Support Microsoft platforms, servers, cloud and networking; coordinate patching and vulnerability remediation with the SOC.
• Manage queues, workloads, KPIs and SLAs using ITIL processes.
• Maintain documentation, improve resolution and participate in on‑call support.
• Coach staff, conduct reviews and support recruitment and development.

Technical and leadership experience

• MSP team leadership and people management.
• Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune and Exchange Online.
• Server infrastructure, cloud and networking.
• Cisco, Meraki, FortiGate and Palo Alto.
• ITSM and IT Glue administration, security collaboration and service improvement.

Essential certifications

ITIL 4; Windows Server Hybrid Administrator AZ-800/AZ-801, Microsoft 365 Administrator MS-102 and CCNA, with equivalent experience accepted for those three; PCNSA; CompTIA Security+.

25 days holiday plus bank holidays, holiday trading, pension, life assurance, employee assistance, mentoring, eye care, flu vaccination.