Service Desk Team Lead

Service Desk Team Lead Birmingham - Hybrid (2 days WFH) £40,000-£45,000 | PermanentVIQU have partnered with a growing MSP and telecoms business looking for a Service Desk Team Lead to join their established technical team. This is a hands-on role combining senior technical support with day-to-day service desk coordination. You''ll help keep the desk running smoothly, support engineers with complex issues and take ownership of customer escalations.The business invests heavily in its people and technology, offering opportunities to develop technically and take on greater responsibility as the company grows. Alongside service desk responsibilities, you''ll get involved in customer projects, Microsoft cloud technologies, AI and automation.Key Responsibilities Coordinate day-to-day service desk activity, helping prioritise tickets and maintain SLAsAct as a senior technical escalation point, owning complex issues and major incidentsProvide technical guidance, coaching and support to L1 and L2 engineersMaintain clear customer communication throughout incidents and escalationsTroubleshoot and support Microsoft 365, Entra ID, Intune, Exchange Online and Windows environmentsEncourage consistent ticket handling, documentation and knowledge sharingBuild strong customer relationships and act as a senior technical contactContribute to projects, migrations, automation and service improvements Key Requirements 5+ years'' experience within an MSP or similar IT support environment, with ..... full job details .....