Exciting career opportunity for a technically strong Level 1 / Level 1.5 Service Desk Engineer looking to take the next step in their career as a IT Technical Support Lead to train and develop a growing team. Responsibilities Ensure customer Service Level Agreements (SLA) are met. Proactively communicate with clients and stakeholders within appropriate timeframes. Assist the team in completing technical work, resolving incidents and reducing backlogs. Focus on first-call resolution and ensure ticket hygiene is being maintained. Ensure the team is following Incident Management and Problem Management processes. Actively take ownership for complex tickets ensuring commercial awareness is applied. Review of team timesheets weekly ensuring billable targets are met. Ensure team time entries are accurate, comply with guidelines, and are submitted and approved within agreed timeframes. Maintain positive client feedback (CSAT). Identify risks and communicate clearly the impacts to relevant stakeholders. Provide mentoring, feedback and direction to the team whilst demonstrating strong technical proficiency. Support the business goals and contribute towards team harmony. Foster trust with the team and build positive working relationships. Display a caring attitude that adheres to our values. Ensure processes and procedures are being followed by the team. You Minimum 5 years' professional work experience Minimum 5 years' IT industry experience Minimum 2 years' MSP / Cloud provider experience Technical Experience in: Microsoft 365, User management including security and email support Networking, server and VPN Desktop apps and Microsoft suite PC hardware; network printers and other devices ITSM Tools; process and technical mindset Incident Management Problem Management