InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment
Technical Support Lead
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Technical Support Lead - Southampton - £65,000 - £75,000
Are you an experienced Service Desk Team Leader, IT Support Lead, or Senior Support Engineer looking for your next challenge within a Managed Service Provider?
We're looking for an ambitious IT Support Lead to take ownership of a modern, proactive IT support function that is built around automation, customer experience, and service excellence—not simply closing tickets.
This is an opportunity to lead a talented support team whilst helping shape the future of managed IT services. You'll work closely with Operations, Security, and Product teams to build a preventative support model that reduces incidents before customers even know there's an issue.
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If you're passionate about Microsoft technologies, service improvement, and developing people, we'd love to hear from you.
Responsibilities
- Building a new team!!!
- Leading and mentoring a team of Support Engineers
- Managing day-to-day Service Desk operations and SLA performance
- Acting as the technical escalation point for complex client issues
- Driving automation and creating runbooks to eliminate repetitive support tasks
- Managing Microsoft Intune environments, endpoint security, and device compliance
- Overseeing onboarding projects and Joiner, Mover & Leaver processes
- Delivering service reporting and continual improvement initiatives
- Working closely with internal technical teams to enhance customer experience
- Supporting the growth of a modern Managed Services offering
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Skills & Experience
- Microsoft 365, Intune, Entra ID, and Microsoft Defender
- ITIL-aligned Service Desk environments
- Incident, Problem, and Change Management
- Service improvement and automation
- Client relationship management
- KPI, SLA, and service reporting
Please hit the button to Apply and/or contact me at jimmy.hearne@infraview.co.uk for further info. If this role is not for you, please Register with us, let us know your preferences, and we will be in touch when the right role comes in.
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