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