Technical Support Team Leader - ITIL, Service Desk Management

Technical Support Team Leader - MSP, ITIL, Service Desk Management

Birmingham (Hybrid - 3 days in office)
40,000 - 50,000 + Benefits

A growing Managed Service Provider (MSP) based in Birmingham is seeking a proven Technical Support Team Leader to take ownership of their Service Desk function. This is a key leadership role with responsibility for leading and developing a team of 10 support engineers, improving service efficiency, and delivering high-quality technical support to a wide range of SME clients.

As Technical Support Team Leader, you will report directly to the Technical Director and act as the key escalation point for the Service Desk. You will drive service improvements, assign and manage ticket flow, lead 121s, build training and development plans, and introduce new efficiencies using tools like Connect Wise and AI-based automation. You will also liaise closely with the Project Engineering team to maintain alignment across onsite and remote support services.

Key Responsibilities

• Lead, mentor and manage a team of Technical Support Desk Engineers
• Drive performance through KPIs, SLAs, training plans, and regular reviews
• Act as a technical and service escalation point for major issues and complex tickets
• Assign tickets and ensure timely resolution and client communication
• Implement service improvements through AI, automation, and process optimisation
• Contribute to strategic planning and performance reporting at board level
• Build a positive and accountable team culture aligned with ITIL frameworks
• Maintain strong working relationships with internal project teams and customers

Key Skills and Experience

• Proven experience as a Technical Support Team Leader, ideally within an MSP
• Strong understanding of ITIL principles and service desk operations
• Experience managing support teams and improving service delivery processes
• Familiarity with PSA tools such as Connect Wise Manage (or similar)
• Excellent organisational and communication skills - able to speak with engineers and board members alike
• Hands-on technical knowledge across Microsoft technologies, networking, and support environments is beneficial
• Full UK driving licence required

Working Pattern

• Monday to Friday, 8:30am - 5:30pm
• Hybrid model:
  Home working on Monday and Friday; office-based Tuesday to Thursday

Salary and Benefits

• 40,000 - 50,000 depending on experience
• Westfield Healthcare plan
• 20 days holiday + bank holidays + Christmas shutdown (increasing with service)
• Additional birthday leave
• Employer pension scheme
• Ongoing training and career development plans

If you are a tried and tested leader of a Service Desk with a passion for continuous improvement and a background in IT or MSP environments, click APPLY NOW to be considered.