Job Description
Service Desk Lead
45,000 to 60,000
West Ealing, Hybrid
Permanent, Full-time
Role Overview
A growing and well-established Managed Service Provider is looking to bring in a Service Desk Lead to oversee and develop their support function.
This is a great opportunity for someone currently operating at a senior 2nd/3rd line level or already leading a service/help desk, who wants to take ownership of team performance, processes, and service delivery.
Your New Role
You will be responsible for leading the service desk team, ensuring high levels of service across multiple client environments, while remaining technically involved when required.
You will play a key role in improving processes, managing workloads, and acting as the escalation point for complex issues.
Your Responsibilities
Leading and supporting a team of 1st and 2nd line engineers
Acting as the escalation point for technical issues across Microsoft 365, endpoints, and networking
Managing ticket queues, SLAs, and overall service desk performance
Driving service improvements, documentation standards, and best practices
Supporting onboarding, training, and development of team members
Maintaining strong client communication and managing expectations
Working closely with senior engineers on escalations and project work
Remaining hands on where required across support and troubleshooting
Tech Environment
Microsoft 365, Exchange Online, SharePoint, Teams
Windows and macOS environments
Intune, Entra ID, Endpoint Manager
Networking including Cisco Meraki, firewalls, and Wi-Fi
PSA and RMM tools such as Autotask and Datto
You Will Have
Experience in a Service Desk Lead, Senior Support, or Team Lead role within an MSP
Strong technical background across 2nd/3rd line support
Proven experience managing ticket queues and working to SLAs
Ability to lead, mentor, and develop junior engineers
Strong communication skills with both technical and non-technical users
A proactive approach to improving processes and service delivery
Desirable
Experience working in creative, media, or production environments
Exposure to macOS and JAMF
Experience with service desk reporting and performance metrics
Package and Benefits
Hybrid working
Pension
Training and development opportunities
Regular team events
Free parking at the Hanwell office
