Technical Support Analyst - Team Lead

£40,000 - £45,000 + Hybrid Working + Excellent Benefits

If you're building your career within an MSP environment and enjoy the fast-paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business.

This is not a role where you'll be stuck purely firefighting tickets.

Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues.

You'll still be hands-on, but with real influence over how things are done.

Working within a collaborative and forward-thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.

Key Responsibilities

• Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA


• Act as the senior escalation point for complex technical issues across client environments


• Mentor and develop junior analysts through coaching, training and regular 1-2-1s


• Drive service improvements by analysing performance metrics and identifying trends


• Maintain high-quality documentation across tickets, knowledge base and processes


• Deliver a proactive, customer-first approach, ensuring consistently high levels of client satisfaction


• Remain hands-on with technical support across a wide range of technologies


• Support projects, on-site visits and wider business initiatives where required

Skills & Experience

• Proven experience within an MSP environment - essential


• IT support experience, including time in a senior or escalation role


• Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management


• Experience mentoring or supporting junior team members would be desirable


• Confident communicator with excellent customer-facing skills


• Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution


• Microsoft certifications (or working toward them) would be advantageous

This is an ideal opportunity for an ambitious IT Heldesk professional with an MSP background who enjoys variety, thrives in a client-facing environment and wants to move into a more influential, leadership-focused position without losing the technical edge.

You'll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows.

If you're looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we'd love to hear from you.

Apply now!