Salary: £40,000 - 50,000 per year Requirements: 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 ConnectWise 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 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 Technologies: AI Support ITIL Flow More: We are a growing Managed Service Provider (MSP) based in Birmingham, currently seeking a proven Technical Support Team Leader to take ownership of our Service Desk function. This is a key leadership role responsible for developing a team of 10 support engineers, improving service efficiency, and delivering high-quality technical support to a range of SME clients. We offer a hybrid working model, along with a competitive salary of £40,000 - £50,000, Westfield Healthcare plan, 20 days holiday plus bank holidays and Christmas shutdown, additional birthday leave, an employer pension scheme, and ongoing training and career development plans. last updated 5 week of 2026