MSP: IT Service Delivery Team Lead - L1

Are you a hands-on IT professional who enjoys leading a team, solving technical challenges, and delivering excellent user support?

We’re looking for an IT Service Delivery Team Lead – L1 to lead our L1 Service Desk team, ensuring efficient incident and service request resolution while maintaining strong SLA, ITIL and service delivery standards.

• Lead, coach and support L1 Service Desk Analysts
• Troubleshoot hardware, software, Windows, Microsoft 365 and user-access issues
• Manage incidents, service requests, escalations and ticket queues
• Support Active Directory/Entra , MFA and account administration
• Troubleshoot VPN, Wi-Fi, LAN, DNS and connectivity issues
• Manage workstation builds, software installations and device configuration
• Support onboarding/offboarding and IT asset management
• Monitor SLA performance, response times and ticket backlogs
• Provide remote technical support and elevate complex issues to L2/L3
• Maintain knowledge articles and technical documentation
• Identify recurring incidents and contribute to continual service improvement
• Collaborate with infrastructure, network, security and application teams

What we’re looking for: A technically strong and customer-focused IT professional with proven L1 Service Desk experience, leadership capability, strong troubleshooting skills and a solid understanding of ITIL and IT service management processes