IT Technical Team Lead

Enso Recruitment is proud to be working with a leading Managed Services organisation who are expanding their on‑site support leadership capability.

They are now seeking an IT Technical Team Lead to guide and support a dedicated service desk team, based primarily on‑site with a key customer in Newry
, with occasional visits to a second customer site in Antrim
.

This is a hands‑on role blending people leadership, service delivery ownership and strong mid‑level technical capability across Microsoft and core infrastructure.

You’ll lead a customer‑facing support team, ensuring high service standards, strong customer satisfaction, and consistent performance against SLAs. You’ll act as the key escalation point for complex issues, support day‑to‑day operations, and help drive continuous improvement across processes, reporting, and delivery.

• Lead, motivate, and develop a technical support team across varying experience levels
• Set expectations, monitor KPIs, provide feedback, and support performance reviews
• Coach and mentor team members, supporting skill development and progression
• Run daily team stand‑ups and communicate updates clearly to stakeholders
• Promote best practice across system builds, patching, documentation, and maintenance
• Provide technical guidance and explain solutions clearly to end users and stakeholders

• Ensure SLA and KPI targets are consistently met or exceeded
• Act as an escalation point for complex incidents, balancing technical resolution and customer communication
• Attend customer meetings (on‑site and remote) and manage expectations professionally
• Collaborate with wider internal teams to ensure a smooth client experience

• Schedule and prioritise workloads, ensuring effective coverage for incidents and service requests
• Monitor ticket queues, escalation routes, and service desk metrics
  
  Drive process improvements to increase efficiency and quality
• Oversee customer reporting (including RCA outputs where required)
• Maintain accurate documentation and operational reporting for leadership review

• Proven experience leading or managing a service desk / technical support team (MSP or IT services environment preferred)
• Strong people leadership skills with the ability to build a positive, customer‑focused culture
• Strong organisational skills and operational discipline (queues, priorities, SLAs, reporting)
• Solid technical knowledge across
  :
  Windows Server & Active Directory, Microsoft 365 / Azure AD, Networking fundamentals (VLANs, firewalls, routing), Virtualisation (VMware / Hyper‑V), Backup & disaster recovery concepts
• Excellent communication skills (written and verbal)
• Full driving licence (due to occasional travel between sites)
• Wellness Budget
• Great Personal Development Budget
• 21 Days PTO + Stat Days
• Pension