Service Desk Team Lead

IT Service Desk Team Lead – UK Shift (Mid Shift in PH) – Fully Remote

We are looking for an experienced IT Service Desk Team Lead to join and lead an existing team supporting IT Service Desk users across a number of countries. This is a fully remote role combining hands-on technical leadership with team management: overseeing incoming help desk phone calls and tickets, ensuring rapid resolution and appropriate escalation, and guiding the team's day-to-day performance.

The team works on a rota system covering 24/7 with a mix of UK and APAC hours, including an on-call rota for weekends, and the Team Lead will play a key role in coordinating and managing that rota.

We are looking for an IT Service Desk Team Lead with the following skills/experience:

• Proven experience leading or supervising a service desk or IT support team, including rota/shift management and on-call coordination
• Very strong verbal communication skills (in English), with the ability to represent the team to stakeholders and manage escalations
• Extensive experience of O365 Admin and O365 issue resolution
• Expertise with Intune
• Experience working in an MSP environment or on a busy support team resolving a high number of tickets per day, with a track record of driving team performance against SLAs/KPIs
• SharePoint
• Strong L1 and L2 support background, with the ability to coach and mentor junior team members and act as a point of technical escalation
• Ideally experience supporting international users
• Experience with ticket queue management, reporting, and identifying process improvements to boost team efficiency