Service Desk Team Leader

About the role

The Service Desk Team Leader will guide a group of Service Desk Technicians and Identity & Access Management analysts to deliver high‑quality support for our clients. You will ensure operational excellence, meet service targets and foster a collaborative, customer‑focused culture.

Key responsibilities

• Lead, motivate and manage a team of Service Desk Technicians and IAM analysts, including performance reviews, coaching and development planning.
• Oversee shift scheduling, workload distribution and resource allocation to meet SLA, KPI and CSAT goals.
• Serve as escalation point for complex incidents, monitor ticket queues and ensure ITIL‑based processes are applied.
• Provide hands‑on technical assistance across Microsoft 365, Azure, Windows/macOS, networking and endpoint management.
• Identify trends, recurring issues and drive continuous improvement, automation and knowledge‑base updates.

Required profile

• 5+ years of experience in an MSP Service Desk environment.
• Previous senior analyst, team lead or supervisory role.
• Strong understanding of IT service management, preferably ITIL.
• Excellent people‑management, coaching and communication skills.
• Ability to manage competing priorities in a fast‑paced, customer‑facing setting.

Required skills

• Microsoft 365 / Azure / Entra ID
• Windows and macOS environments
• DNS, DHCP, VPN, switching and firewalls
• Endpoint management and security tools
• Mobile device management for Apple and Android devices

What we offer

• Promising perks and rewards
• Travel opportunities
• Recognition for performance
• Work‑life balance initiatives
• Enhanced learning and development programs