Salary: £40,000 - 40,000 per year Requirements: Strong 2nd Line / Escalation experience within an MSP environment Excellent knowledge of Microsoft 365 (O365) Proficient in Windows Server (2016/2019/2022) Experience with Azure AD Familiarity with Intune / Endpoint Manager Understanding of Group Policy Skilled in Active Directory Experience supporting desktops, laptops, and mobile devices Networking knowledge (DNS, DHCP, TCP/IP) Proven experience working in an MSP environment 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 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 Technologies: Active Directory Azure Cloud Support ITIL Microsoft 365 Mobile TCP/IP Windows Office 365 More: We are a growing Managed Service Provider based in Swindon 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. We offer a salary of up to £40,000, clear progression opportunities, a supportive, team-focused environment, exposure to modern Microsoft cloud technologies, and ongoing training and development. last updated 6 week of 2026