Job Description

About the Role

OrgShakers has a confidential client seeking a skilled and motivated Service Desk Team Lead to join their dynamic team. The successful candidate will bring hands-on experience in Microsoft 365, Active Directory, and network infrastructure, as well as strong capabilities in mentoring junior team members. A confident communicator with excellent stakeholder engagement skills, you will be instrumental in delivering high-quality technical support while fostering a collaborative team environment. This is an exciting opportunity for a proactive and reliable professional who thrives in fast-paced settings and is committed to continuous service improvement.

The Individual

• Proven track record in technical support and team leadership, managing support incidents and working to defined SLAs.
• Good leadership skills, able to mentor and guide Junior service desk engineers.
• Excellent stakeholder engagement skills: able to build relationships and deliver support solutions.
• Articulate and able to express information clearly and confidently to all levels of personnel.
• Excellent personal presentation and professional appearance to external visitors and internal colleagues.
• Demonstrate a cooperative and flexible nature, able to assist others when required, and be willing to go the extra mile.
• Positive and energetic manner, ready for challenges and committed to producing high-quality work.
• Reliable and trustworthy, able to complete work as required and communicate problems clearly.

Skills and Experience

• Bachelor’s Degree in Information Technology required.
• 5 – 7 years’ experience.
• Strong understanding of Microsoft Active Directory and Microsoft 365, both on-premises and Cloud.
• Good understanding of network infrastructure and architecture (TCP/IP, DNS, DHCP & LAN).
• Previous experience using ITSM tools like FreshService or ServiceNow.
• Experience in team leadership or supervisory roles within a technical support environment.
• Accreditation or Experience.
• Strong understanding in Change Management and Problem Management.
• Microsoft server operating systems (incl. 2016 – 2019).
• Desktop operating systems (incl. Windows 10 & 11).
• Microsoft 365 products and services.
• Azure AD.
• Autopilot & InTune.
• Mimecast.
• PowerShell.
• FortiClient & Cisco.
• Panorama9 RMM tool or equivalent.
• Understanding of ITIL.
• VOIP Technology.

Preferred Skills and Experience

• Experience in a Managed Service Provider (MSP) environment.
• Background in ISP technical support or similar structured support roles, ensuring effective and efficient service delivery.
• Ability to provide exceptional support and enhance user satisfaction.
• Creating and maintaining a knowledge base.
• Clear and effective communication with users and collaboration with technical teams.
• Ability to anticipate potential issues and take preventive measures.
• Experience working effectively with other IT professionals to resolve issues and improve service delivery.
• Experience in quickly addressing user inquiries and technical problems to minimize downtime.
• Experience in Change Management and Project Management.

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