IT Helpdesk Team Lead
Are you an experienced IT support engineer who's ready to lead?
The Computer Clinic Bicester (TCCB) is a Microsoft Partner MSP supporting 120+ businesses across the UK. We're growing fast and looking for a Helpdesk Team Lead to own our support desk and drive service delivery to the next level.
This is a player-manager position. You'll lead a team of 3-4 engineers day-to-day while remaining hands-on as the senior technical escalation point. You'll be accountable for SLA performance, ticket quality, client satisfaction, and the ongoing development of your team.
Responsibilities
- Lead, mentor, and develop a team of 3-4 helpdesk engineers
- Act as the senior technical escalation point for 2nd and 3rd line issues
- Own SLA performance and ticket queue health via our PSA platform
- Monitor and report on key helpdesk metrics including response times, resolution rates, and CSAT
- Drive continuous improvement across helpdesk processes and documentation
- Handle client escalations professionally and to a high standard
- Support delivery of our managed cybersecurity stack across the client base
Qualifications
- 3+ years in 2nd line IT support, ideally within an MSP environment
- Previous experience leading or mentoring junior engineers
- Strong Microsoft 365, Entra ID, and Intune administration skills
- Networking fundamentals - DNS, DHCP, VLANs, firewalls (Meraki experience a plus)
- Experience with RMM and PSA/ticketing platforms
- Clear communicator with clients and colleagues alike
- ITIL Foundation or Microsoft certifications desirable but not essential