Technical Team Lead

About the role

The Technical Team Lead will manage the day‑to‑day operations of a busy Service Desk within a fast‑growing Managed Service Provider. Reporting to the Head of Service Delivery, you will act as the senior escalation point for complex infrastructure, cloud and Microsoft 365 issues while driving continuous improvement across the team.

Key responsibilities

• Lead, mentor and develop Service Desk engineers to meet ticket quality and SLA targets.
• Serve as the senior 2nd/3rd line escalation point, resolving complex incidents and driving root‑cause analysis.
• Plan and deliver infrastructure and migration projects, including P2V/V2V, Azure and Microsoft 365 tenant‑to‑tenant migrations.
• Maintain Windows Server environments – Active Directory, Group Policy, DNS, DHCP and file services.
• Support Hyper‑V and VMware virtualization platforms.
• Administer Microsoft 365 services such as Exchange Online, SharePoint, OneDrive, Teams, Entra ID (Azure AD) and Intune.
• Assist in designing and implementing Microsoft 365 security and compliance solutions.
• Provide technical onboarding and transition support for new managed service clients.
• Maintain technical standards, documentation, knowledge‑base articles and best‑practice procedures.

Required profile

• Proven experience in an MSP environment delivering Microsoft 365, Azure and Windows Server services.
• Strong background in infrastructure, migration and cloud transition projects.
• Solid understanding of backup, disaster recovery, networking, firewalls and cyber‑security best practices.
• Excellent troubleshooting abilities and clear communication skills.

Required skills

• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Entra ID, Intune)
• Azure cloud services and migrations
• Windows Server, Active Directory, Group Policy, DNS, DHCP
• Hyper‑V and VMware virtualization
• P2V/V2V server migration techniques
• Backup and disaster recovery solutions
• Networking and firewall configuration
• Cyber‑security fundamentals