Technical Team Leader

Lead & Develop the Team

• Lead, coach and develop a team of Modern Workplace support representatives.
  
• Manage rosters, workload allocation and coverage across multiple clients.
  
• Set clear performance expectations and support team members in achieving them.
  
• Run regular 1:1s, coaching sessions and team meetings.
  
• Step in on escalations and complex customer issues when needed.
  

Manage Clients & Service Delivery

• Act as a key day-to-day contact for assigned clients.
  
• Build strong relationships with both technical and non-technical stakeholders.
  
• Communicate clearly about incidents, trends, risks and service improvements.
  
• Help ensure client SLAs and service expectations are consistently met.
  

Drive Quality & Improvement

• Monitor service performance, including SLAs, CSAT, ticket trends and quality scores.
  
• Conduct quality reviews and use findings to coach and improve the team.
  
• Identify recurring issues, process gaps and opportunities to improve how support is delivered.
  
• Champion practical improvements across processes, tooling, automation and knowledge management.
  

Provide Technical Oversight

• Maintain a solid working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments.
  
• Review escalated technical issues and guide the team through troubleshooting.
  
• Support incident management and post-incident reviews.
  

Requirements & Qualifications

• 2+ years’ experience in a team lead, supervisor or similar role within IT support, service desk or managed services.
  
• 3+ years’ hands-on IT support experience, ideally within a Modern Workplace environment.
  
• Working knowledge of Microsoft 365, Intune, Entra ID, Exchange Online and Teams.
  
• Experience managing workload, coverage and priorities across a support team.
  
• Strong communication skills and the ability to work confidently with both technical and non-technical stakeholders.
  
• Experience coaching, developing and performance-managing team members.
  
• Strong organisational skills and the ability to manage multiple clients and priorities.
  
• A continuous-improvement mindset — you naturally look for ways to make processes simpler, smarter and more effective.