Service Desk Team Lead

Role: Service Desk Team Lead

Location: Marlborough (Office-based)

Salary: Up to £35,000 (DOE) + Bonus

Are you a skilled 2nd/3rd Line IT Engineer ready to take the next step into leadership? Or already leading a small team but looking for more autonomy and ownership?

I'm exclusively recruiting on behalf of a growing MSP based in Marlborough. They deliver high-quality, relationship-focused IT support to a loyal and growing client base across a range of industries.Due to continued growth, they’re now looking to hire a Service Desk Team Lead, a hybrid role combining hands-on technical support with leadership of a small team (2–4 engineers), reporting directly to the Managing Director.

This is an ideal opportunity for someone who wants real influence in a business, ownership of service delivery, and the chance to help shape the way IT support is delivered.

Role Overview

As the Service Desk Team Lead, you’ll be responsible for the day-to-day operation of the service desk, ensuring the team delivers prompt, professional, and effective support across a wide variety of technologies.

You’ll still be hands-on technically, especially with more complex escalations, while also managing workflow, mentoring junior engineers, and helping refine support processes and documentation.

You’ll work closely with the Managing Director on technical direction, client management, and business improvements.

Key Responsibilities

Technical & Escalation Support

• Act as the final escalation point for 2nd/3rd line technical support issues
• Provide hands-on troubleshooting across desktops, servers, networks, cloud platforms and telephony
• Support cloud environments (Microsoft 365, Exchange, SharePoint, basic Azure admin)
• Handle issues with routers/firewalls, VPNs, and wireless networks
• Oversee installation, configuration and maintenance of user systems (Windows/macOS)

Team Management & Leadership

• Lead and mentor a small team of engineers (2–4 people)
• Oversee ticket queues, ensure SLAs are met, and allocate workload effectively
• Provide coaching, training and feedback to the support team
• Act as a point of technical leadership and accountability across the service desk

Documentation, Process & Communication

• Review and improve internal documentation and technical procedures
• Contribute to the development of standard operating procedures
• Work with the Managing Director on resource planning and service improvements
• Maintain clear communication with clients during escalated or business-critical incidents

What You’ll Need to Succeed

• Strong background in 2nd/3rd line IT support, ideally in an MSP or multi-client setting
• Demonstrable experience leading or mentoring engineers (formally or informally)
• Excellent troubleshooting skills across Windows, macOS, networking, and cloud environments
• Knowledge of M365 (Exchange, Teams, SharePoint, Admin portals) and basic Azure admin
• Familiarity with networking concepts: DNS, DHCP, VLANs, VPNs, routers, firewalls (e.g. Draytek/Ubiquiti)
• Exposure to VoIP systems (Yeastar, Horizon or similar)
• Experience with RMM and ticketing systems (HaloPSA, Datto RMM or similar)

Desirable (Not Essential)

• Certifications such as CompTIA A+/Network+, Microsoft MCP/MCSA, or ITIL Foundation
• Experience updating and managing Wordpress websites
• Previous experience in a small-business or hybrid role with varied responsibilities

What’s on Offer?

• Competitive salary up to £35,000
• Annual performance bonus
• Pension scheme
• On-site parking
• Direct mentorship from the Managing Director
• Real career progression opportunities as the business grows
• Autonomy and ownership within a supportive team environment

Interested?

If you're looking for that next step into leadership, or you're already in a team lead role but want more visibility, autonomy, and influence, then this could be a brilliant move.