Salary: £45,000 - 60,000 per year Requirements: Previous experience managing or leading a Service Desk or technical support team Strong technical understanding of Microsoft 365, Azure, Intune/Endpoint Manager, and modern device management Solid grasp of ITIL frameworks and service management principles Excellent leadership, communication, and stakeholder-management skills Ability to analyse service performance and implement meaningful improvements Calm, structured approach to handling escalations Responsibilities: Lead, mentor, and manage the Service Desk team to ensure consistent, high-quality support Oversee service queues, ticket prioritisation, and escalations within a Microsoft Cloud environment Ensure effective handling of incidents, requests, and changes using ITIL best practices Drive improvements across tools, processes, and documentation Monitor KPIs, SLAs, and service quality, providing regular reporting to leadership Collaborate with Infrastructure, Cloud, and Security teams to ensure seamless service operations Support end-users and customers across Microsoft 365, Azure, Intune/Endpoint Manager, and related services Contribute to ongoing cloud transformation and modern workplace initiatives Technologies: Azure Cloud Support ITIL Microsoft 365 Security Office 365 DevOps More: We are a trusted and rapidly growing client organization based in Shrewsbury, offering hybrid work opportunities. We are excited to support your professional growth as part of our team. This position offers a competitive salary between £45,000 and £60,000, along with the chance to work within a friendly, collaborative culture that genuinely invests in modern technology. As part of our expansion, you will have clear opportunities to influence team development, tools, and service strategy. last updated 15 week of 2026