Overview
Reference
Technical lead (MSP) Salary
£55,000 - £65,000/annum Job Location
- United Kingdom -- England -- East of England -- Hertfordshire -- Borehamwood Job Type
Permanent Posted
Monday, August 4, 2025
Technical Lead (MSP)
Location: Borehamwood + Hybrid
Salary: up to 65k DOE + Benefits
Start date: ASAP
Duration: Permanent
Training: A tailored training plan including official vendor certifications
Job Description
Role Summary
The Technical Lead will lead the Service Desk team and provide technical guidance. You will act as the ultimate point of escalation for complex incidents, define and maintain the technical BAU stack, implement proactive monitoring, and ensure client security. You will also be responsible for providing technical support for our Technology's Managed Service customers with the aim of fixing all incidents passed to them from 1st and 2nd line team. Additionally, you will perform a variety of proactive tasks which will help maximise customers' up-time, perform root-cause analysis and prevent reoccurring issues. This may include resolving more complex monitoring alerts, deploying the latest security updates, system maintenance and upgrading customer systems.
Key Responsibilities
1. Lead the Service Desk team and provide technical guidance.
2. Act as the ultimate point of escalation for complex incidents.
3. Define and maintain the technical BAU stack.
4. Implement proactive monitoring and ensure client security.
5. Deal with incoming incidents in a professional, courteous manner over the phone and via e-mail.
6. Take ownership of incidents and manage them in a logical and methodical manner, taking responsibility for the end-to-end management of incidents in your queue and proactively keeping the customer informed of progress.
7. Accurately log incidents by categorising and prioritising them in line with service operations procedures.
8. Conduct full and thorough diagnostics with end-users to enable first point of contact fault resolution.
9. Monitor the status and progress using the provided incident logging system for assigned incidents and workflow tasks.
Technical Skills
10. Expert in all things Microsoft 365, including but not limited to:
11. Microsoft 365 tenant administration
12. Exchange Online
13. SharePoint Online
14. Microsoft Teams
15. OneDrive for Business
16. Microsoft 365 Security and Compliance
17. Power Platform (Power Apps, Power Automate, Power BI)
18. Azure Active Directory
19. Intune and Endpoint Manager
20. Conditional Access Policies
21. Advanced Threat Protection (ATP)
22. Data Loss Prevention (DLP)
23. Information Protection
24. Identity and Access Management
25. Firewalls
26. Network routing and switching
27. Additional 3rd party security stack technology
28. Conditional access policies
Personal Attributes
29. Has a natural aptitude for troubleshooting and problem-solving.
30. Embraces continual change and process improvement.
31. Can express ideas and information clearly and concisely.
32. Plans and manages own workflow on a daily basis to ensure the achievement of KPIs.
33. Demonstrates a passion for customers and delivering service excellence.
34. Proactively keeps up to date with technologies supported by us.
35. Exhibits leadership qualities and strategic thinking.
36. Ability to mentor and develop team members.