Due to growth within the a small Managed Service Provider, we are seeking an ambitious and highly motivated Service Desk Team Lead. You must be someone who likes challenges, adapts well to change and values career and personal growth. This position will involve you managing a team of offshore service desk engineers in the Philippines and Sri Lanka. You will ensure that the service desk team is being efficient and complying with SLA’s- ensuring all timelines are being met and assessing where improvements can be made. You will act as an escalation point for the service desk team, taking on level 3 tickets from time to time. You will liaise with vendors and look to form relationships with key clients as well. You’ll conduct performance reviews of your team and be involved with recruiting additional members over time. As the business continues to grow, you’ll have the opportunity to grow into a more senior position over time. This a hybrid position, that will require you to come into our CBD office 3 times per week.

Responsibilities:

• Lead and manage the service desk team, staff rostering, providing coaching, support, and performance feedback.
• Oversee the 24/7 Service Desk operations to deliver excellence in end-user experience including ticket triage/dispatch.
• Oversee the partner managed 24/7 SOC to deliver excellence in security.
• Act as a key escalation point for high-impact incidents and complex technical challenges.
• Drive Service Desk transformation, aligning KPIs, SLAs, and service delivery models with business needs.
• Lead initiatives focused on amalgamation of teams, process automation, and operational efficiency.
• Implement and refine performance metrics that drive accountability, visibility, and service excellence.
• Strengthen service delivery through knowledge base enhancement, onboarding optimisation, and continuous learning.
• Deliver regular insights and reporting to senior leadership on performance, service improvements, and risks.
• Collaborate with clients to understand their needs and ensure satisfaction.
• Maintain documentation and reporting on service desk performance.
• Maintain customer reporting and dashboards.
• Schedule and coordinate engineer onsite visits.

Leadership Requirements:

• Previous experience working for an MSP
• Minimum 3+ years of experience leading a customer-facing IT support team in a multi-client technology environment
• Demonstrated success leading IT Service Desk transformation and performance uplift initiatives.
• Expertise in designing and managing SLAs, KPIs, and service improvement frameworks.
• In-depth understanding of ITIL principles, with certification highly regarded.
• Exceptional stakeholder engagement and communication skills – you're as comfortable with technicians as you are with executives.
• Passion for continuous improvement and building scalable support models.
• Excellent written and spoken English, with leadership style that inspires and encourages at team to perform

Technical Requirements:

• Extensive experience with M365
• Strong knowledge of Microsoft Servers/Desktop OS
• Strong knowledge of Microsoft Intune
• Experience with an RMM product (NinjaOne is highly desirable)
• Experience with a ticketing system (ConnectWise Manage is highly desirable)
• Strong knowledge of Microsoft Azure
• Experience with Microsoft Azure Virtual Desk (AVD) or other VDI products (highly desirable)
• Strong knowledge of router/firewall administration (Sophos)
• Strong knowledge of network administration (Ubiquiti UniFi)
• Strong knowledge of endpoint protection (Microsoft Defender is highly desirable)
• Experience with third party SOC products (Huntress is highly desirable)