Job Title: Service Desk Lead / Senior 2nd Line Engineer Location: Swindon (On-site ) Salary: Up to £40,000 (DOE) Sector: Managed Service Provider (MSP) Overview We are working with a growing Managed Service Provider based in Swindon who are looking to appoint a Service Desk Lead. This role is ideal for a strong 2nd Line Engineer who enjoys being the technical escalation point, mentoring engineers, and maintaining high service standards within an MSP environment. You will act as the bridge between 1st Line and senior technical teams, taking ownership of complex issues while helping to drive continuous improvement across the service desk. Key Responsibilities Act as the primary escalation point for 2nd Line technical issues Provide hands-on technical support across Microsoft technologies Lead, support, and mentor Service Desk Engineers (1st/2nd Line) Ensure incidents and service requests are resolved within SLA Own problem management and root cause analysis Assist with onboarding new clients and service transitions Maintain accurate documentation and knowledge base articles Work in line with ITIL frameworks and best practices Liaise with 3rd Line engineers and vendors when required Technical Requirements Strong 2nd Line / Escalation experience within an MSP environment Excellent knowledge of: Microsoft 365 (O365) Windows Server (2016/2019/2022) Azure AD Intune / Endpoint Manager Group Policy Active Directory Experience supporting desktops, laptops, and mobile devices Networking knowledge (DNS, DHCP, TCP/IP) Skills & Experience Proven experience working inMSP environment Comfortable leading by example and supporting junior engineers Strong troubleshooting and problem-solving skills Excellent communication and customer service skills Experience working to ITIL processes (Incident, Problem, Change) ITIL certification desirable but not essential Whats On Offer Salary up to £40,000 Clear progression opportunities Supportive, team-focused MSP environment Exposure to modern Microsoft cloud technologies Ongoing training and development Set2Recruit are acting as an employment agency for this vacancy