3rd Line Service Desk Team Leader

3rd Line Service Desk Team Leader

Location: Surrey, Kent, Sussex & South London Salary: £45,000 – £50,000 per annum Working Pattern: Hybrid – 2 days in the office, 3 days remote Industry: Managed IT Services (MSP)

The Opportunity

We're recruiting for an established and growing Managed Service Provider (MSP) looking for an experienced 3rd Line Service Desk Team Leader to join its technical support team.

This is an excellent opportunity for a technically strong 3rd Line Support Engineer looking to take the next step into leadership, or an existing Technical Team Leader who enjoys remaining hands-on.

The role combines advanced technical troubleshooting, service desk coordination, mentoring junior engineers and supporting infrastructure projects.

You'll play a key role in ensuring the smooth running of the Service Desk, managing technical escalations and driving improvements in service delivery.

Importantly, the position offers a clear progression path towards Service Delivery Management .

Key Responsibilities

• Provide hands-on 3rd Line technical support across a range of customer environments.
• Coordinate daily Service Desk activities, engineer workloads and ticket priorities.
• Take ownership of complex technical incidents and escalations through to resolution.
• Monitor ticket queues, SLA performance and service delivery standards.
• Mentor and support junior engineers, providing technical guidance and development.
• Troubleshoot Microsoft 365, Azure, Windows Server, virtualisation and networking issues.
• Support infrastructure projects, migrations, customer onboarding and technical implementations.
• Work closely with customers, providing technical advice and managing expectations.
• Maintain accurate technical documentation and knowledge base articles.
• Identify opportunities to improve Service Desk processes, efficiency and customer satisfaction.

Essential Technical Experience

• Previous experience working within a Managed Service Provider (MSP) environment.
• Strong hands-on 3rd Line IT Support / Service Desk experience.
• Microsoft 365 administration, including Exchange Online, SharePoint, Teams and OneDrive.
• Microsoft Azure administration and troubleshooting.
• Windows Server administration and support.
• Microsoft Intune and Group Policy (GPO).
• Virtualisation technologies, ideally VMware.
• Networking fundamentals, including firewalls, switches, DNS and DHCP.
• Storage technologies, including SAN, NAS and iSCSI.
• Experience troubleshooting complex infrastructure issues and managing technical escalations.

Service Desk & Leadership Experience

We're particularly interested in candidates who have experience with:

• Working within a busy MSP Service Desk environment.
• Managing ticket queues, priorities and escalations.
• Understanding SLA requirements and incident management processes.
• Mentoring junior engineers and providing technical leadership.
• Coordinating workloads and supporting operational improvements.
• Communicating effectively with customers and internal stakeholders.

Previous formal Team Leader experience would be advantageous but isn't essential. We'd equally welcome applications from experienced 3rd Line Engineers who have naturally taken responsibility for escalations, mentoring and supporting colleagues.

Desirable Experience

• PowerShell scripting and automation.
• Cyber Essentials / Cyber Essentials Plus.
• ITIL or IT Service Management processes.
• Infrastructure project delivery and migrations.
• Experience improving Service Desk workflows and procedures.
• Relevant Microsoft, networking or security certifications.

What's on Offer?

• £45,000 – £50,000 salary
• Hybrid working – 2 days office / 3 days remote
• Opportunity to join a growing and established MSP.
• Varied technical environments and challenging infrastructure projects.
• Genuine opportunity to influence Service Desk operations and processes.
• Ongoing technical training and professional development.
• Clear career progression towards Service Delivery Manager.

Interested?

If you're an experienced 3rd Line Support Engineer, Senior Service Desk Engineer or Technical Support Team Leader based in Surrey, Kent, Sussex or South London , with a strong MSP background and an interest in developing your leadership career, we'd be keen to hear from you.

Pay: £45,000.00-£50,000.00 per year

Benefits:

• Company pension

Work Location: Hybrid remote in Redhill (Surrey, South East Region)