Service Desk Team Lead

Role: Service Desk Team Lead Location: London (Hybrid Working) Salary: Up to £60,000 Benefits: Hybrid working, training and certifications, career progression, collaborative culture, exposure to enterprise technologies Our client, a growing Managed Service Provider, is looking to hire a Service Desk Team Lead to support and develop their expanding technical support function. This role will operate as a senior escalation point across 1st, 2nd, and 3rd line support teams, helping to ensure high service standards, strong customer satisfaction, and efficient resolution of technical issues across a broad client base. Working within a fast-paced MSP environment, you’ll play a key role in supporting businesses with a wide range of IT services including Microsoft 365, cloud technologies, infrastructure support, cyber security, virtualisation, and disaster recovery solutions. This is an excellent opportunity for someone who enjoys combining hands-on technical work with team leadership and service improvement. What you’ll do Act as the primary escalation point for complex technical issues across 1st, 2nd, and 3rd line support Lead, mentor, and support service desk engineers across daily operations and technical development Monitor service desk performance and ticket queues to ensure SLA targets and customer expectations are consistently achieved Support incident management, root cause analysis, and problem resolution across multiple client environments Assist with the implementation and support of Microsoft 365, infrastructure, cloud, networking, and security solutions Work closely with project, infrastructure, and customer success teams to improve service delivery and operational efficiency Drive continuous improvement across support processes, documentation, and customer experience You’ll collaborate with both technical and operational stakeholders to ensure a high-quality support service is delivered across a varied and growing customer base. What we’re looking for Previous experience in a Service Desk Team Lead, Senior Service Desk Engineer, or similar position Strong troubleshooting experience across Microsoft technologies, Windows environments, networking, and infrastructure support Experience operating within a Managed Service Provider environment Good understanding of Microsoft 365, cloud services, security best practices, and modern IT support environments Experience handling escalated incidents and managing competing priorities effectively Strong communication and stakeholder management skills The ideal candidate will be technically strong, customer-focused, and comfortable working within a fast-paced, collaborative support environment. Why join? Join a growing MSP supporting a broad range of modern IT environments and technologies Hybrid working model with flexibility Opportunity to lead and shape service delivery processes Exposure to cloud, cyber security, and infrastructure projects Ongoing professional development and certification support Clear progression opportunities within a growing technical team  Apply now to take the next step in your leadership career within a growing MSP environment