Technical Support Lead

Are you an experienced Service Desk Team Leader, IT Support Lead or Senior Support Engineer looking for your next challenge within a Managed Service Provider?

We're looking for an ambitious IT Support Lead to take ownership of a modern, proactive IT support function that is built around automation, customer experience and service excellence—not simply closing tickets.

This is an opportunity to lead a talented support team whilst helping shape the future of managed IT services. You'll work closely with Operations, Security and Product teams to build a preventative support model that reduces incidents before customers even know there's an issue.

If you're passionate about Microsoft technologies, service improvement, and developing people, we'd love to hear from you.

• Building a new team!!!
• Leading and mentoring a team of Support Engineers
• Managing day-to-day Service Desk operations and SLA performance
• Acting as the technical escalation point for complex client issues
• Driving automation and creating runbooks to eliminate repetitive support tasks
• Managing Microsoft Intune environments, endpoint security, and device compliance
• Overseeing onboarding projects and Joiner, Mover & Leaver processes
• Delivering service reporting and continual improvement initiatives
• Working closely with internal technical teams to enhance customer experience
• Supporting the growth of a modern Managed Services offering
• Microsoft 365, Intune, Entra  Microsoft Defender
• ITIL-aligned Service Desk environments
• Incident, Problem and Change Management
• Service improvement and automation
• Client relationship management
• KPI, SLA and service reporting