Technical Team Leader

Key Responsibilities

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.