Technical Team Lead
Technical Team Lead
Location: Broxbourne, Essex (site-based, with a UK driving licence required for travel between sites/client visits)Job Type: Full-time, Permanent Sector: IT Solutions & Cyber Security (Managed Service Provider)Reports To: Head of Service Delivery / Operations Manager
About the Company
Our client is a market-leading IT Solutions and Cyber Security provider, delivering managed IT and security services to a growing base of business customers. Following a sustained period of growth, they are expanding their service delivery team and are looking for an experienced Technical Team Lead to help shape and strengthen their Service Desk function. This is a confidential search; the client's identity will be disclosed to shortlisted candidates.
The Role
As Technical Team Lead, you will take day-to-day ownership of the Service Desk, leading and developing a team of engineers while acting as the senior technical escalation point for complex 2nd and 3rd line issues. You'll balance hands-on technical problem-solving with team leadership, and you'll play an active role in wider infrastructure and client projects as the business continues to grow.
Key Responsibilities
* Lead, mentor and develop the Service Desk team, driving performance, ticket quality and SLA adherence.* Act as the senior escalation point for complex 2nd and 3rd line technical issues, taking ownership through to resolution.* Support, coach and upskill engineers, carrying out call/ticket quality reviews and identifying training needs.* Monitor ticket queues, workloads and priorities to ensure efficient allocation and timely resolution.* Contribute to and take part in client infrastructure projects, migrations and technology rollouts.* Assist with the design, implementation and maintenance of M365, Azure and networking environments for clients.* Identify recurring issues and drive proactive, root-cause fixes and process improvements.* Maintain accurate documentation, including knowledge base articles and client-specific procedures.* Liaise with clients directly where required, including occasional on-site visits.* Support out-of-hours or on-call cover as part of a rota, where applicable.
Skills & Experience Required
* Previous experience within an MSP (Managed Service Provider) environment is essential.* Proven experience leading, supervising or mentoring a technical team, or ready to take the next step into a lead role.* Strong working knowledge of Microsoft 365 (Exchange Online, Teams, SharePoint, Intune).* Solid experience with Microsoft Azure (administration, virtual networks, Entra ID/Azure AD).* Good understanding of networking fundamentals (routing, switching, firewalls, VPNs, DNS/DHCP).* Experience with Windows Server administration, Active Directory and virtualisation platforms.* Awareness of core cyber security principles and best practice (endpoint protection, patching, backup/DR).* Excellent troubleshooting skills across 2nd and 3rd line technical issues.* Strong communication skills, with the ability to explain technical issues clearly to both colleagues and clients.* A full, valid UK driving licence is required for this role.
What's On Offer
* A key leadership role within a growing, market-leading IT and cyber security provider.* Genuine progression opportunities as the business continues to scale.* Exposure to varied projects across M365, Azure, networking and security.* Supportive, close-knit team environment with investment in ongoing training and certifications.* Competitive salary, dependent on experience.