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 Serv...