Service Desk Team Lead/Tier 3 Engineer

We are looking for an enthusiastic, hands-on IT professional to lead by example on a busy service desk. You will combine Tier 3 technical support with day-to-day team leadership, helping engineers develop while ensuring tickets, service levels and customer expectations are managed effectively.

You will spend most of your time resolving complex technical issues remotely and on site, while supporting workload planning, ticket progression and continual service improvement. You will coach Tier 2 engineers, share knowledge and foster a positive, accountable and customer-focused culture.

Key Responsibilities of the Service Desk Team Lead:

• Deliver Tier 3 support across Microsoft cloud, server, desktop and networking environments.

• Coordinate workloads, ticket dispatch and scheduling to meet customer SLAs.

• Mentor engineers through coaching, feedback, training and knowledge sharing.

• Manage incidents and site outages, keeping customers and stakeholders informed.

• Plan and deliver server, cloud, networking and cyber security projects.

• Maintain backups, monitoring, patching, documentation and disaster recovery processes.

• Support service improvement, recruitment, onboarding and team performance activities.

To be Considered for the Service Deak Team Lead role you must have:

• Strong experience with Microsoft 365, Azure, Entra ID, Exchange, Intune and SharePoint.

• Hands-on knowledge of Windows Server and desktop environments, Active Directory, networking and VLAN troubleshooting.

• Experience with VMware, Hyper-V, cloud migrations and remote or on-site support for Windows and Mac devices.

• Previous team lead, shift lead or duty manager experience within an IT department or MSP.

• Excellent customer communication, problem-solving, organisation and project-management skills.

• Experience with RMM tools, firewalls and security systems.

Desirable Experience for the Service Desk Team Lead role:

WatchGuard, Halo, N-able N-central, VoIP, Microsoft SQL Server and ITIL experience would be advantageous.

Important Details

• A full driving licence is essential.

• Rotational weekday and weekend on-call work is required and scheduled in advance.

Our vision here at Libra Recruitment is to be the recruiter of choice for both our clients and our candidates. We are forward thinking, passionate and consultative in our approach to recruitment. We have the skills and experience to deliver a professional, tailored and friendly service.

Libra Recruitment is an independent agency that focuses on permanent and fixed term recruitment specialising in HR, Sales, Marketing, Office support & Finance.

We receive a high volume of applications and are not able to respond to every application we receive. If you haven’t heard from us within 7 days, please note your application hasn’t been successful on this occasion