Technical Team Leader

Role Overview

This position puts you at the centre of a busy managed-support operation, where you will steer a team of Modern Workplace specialists who handle end-user computing issues for a varied portfolio of clients. Day to day, you will balance people management with hands-on technical oversight, making sure tickets move quickly, escalations get the right attention, and customers feel genuinely looked after. Your ability to translate technical complexity into clear business language will be just as important as your knowledge of Microsoft 365 and related tools, because your team’s success depends on trust from both IT professionals and non-technical decision-makers across multiple organisations.

Key Responsibilities

• Direct and develop a group of Modern Workplace support engineers, handling shift planning, workload balancing, and daily coverage so every client account has the right resources available when needed.
• Hold meaningful one-to-one sessions, set measurable performance goals, and give regular feedback that helps each team member grow technically and professionally.
• Act as the first point of contact for assigned clients on operational matters, building durable relationships with both IT leads and business stakeholders so that issues are resolved before they become problems.
• Translate technical incidents, recurring faults, and service risks into clear, non-technical updates for clients, and turn client expectations into practical actions for the support team.
• Monitor ticket queues, service-level agreement compliance, customer satisfaction scores, and quality audit results, then use those insights to coach staff and adjust processes.
• Own complex escalations from start to finish, providing hands-on troubleshooting alongside the team when a case exceeds standard triage or when a client relationship needs senior attention.
• Identify patterns in recurring issues and work with the team to remove root causes through better documentation, automated responses, tooling improvements, and knowledge articles.
• Support incident management and participate in post-incident reviews, ensuring that lessons learned turn into meaningful changes to how the team operates.

Requirements & Qualifications

• At least two years in a team lead, supervisor, or equivalent people-management role within IT support, a service desk, or a managed services environment, with direct responsibility for workflow and performance.
• Three or more years of hands-on IT support experience, including substantial exposure to modern workplace technologies and remote administration.
• Working proficiency across Microsoft 365 services including Entra ID (Azure AD), Exchange Online, Microsoft Teams, Windows 10/11, and device management with Intune.
• Proven ability to manage competing priorities across multiple client accounts, deciding where team effort is best spent to meet SLAs and customer expectations.
• Strong interpersonal skills, with the confidence to present technical information to senior business stakeholders and the patience to coach less experienced engineers.
• Experience conducting formal performance reviews, coaching conversations, and improvement plans, with a focus on developing potential rather than just correcting mistakes.
• A mindset that looks for continuous improvement, constantly asking whether existing processes, tools, or documentation can be simplified or made more effective.