Technical Support Team Lead

About the role

We are seeking a Team Lead for Modern Workplace Support to manage a team delivering IT support across multiple client accounts. You will be responsible for day‑to‑day performance, service quality, and maintaining strong client relationships.

Key responsibilities

• Lead, coach, and develop a team of Modern Workplace support representatives.
• Manage rosters, workload allocation, and coverage across several clients.
• Set performance expectations, run 1:1s, coaching sessions and team meetings.
• Act as primary contact for assigned clients, building relationships with technical and non‑technical stakeholders.
• Monitor service performance (SLAs, CSAT, ticket trends) and drive quality improvements.
• Identify recurring issues, process gaps and champion automation, tooling and knowledge‑base enhancements.
• Maintain expertise in Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments, reviewing escalated issues and guiding troubleshooting.

Required profile

• 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, preferably in a Modern Workplace environment.
• Strong communication skills and ability to work with both technical and non‑technical stakeholders.
• Experience coaching, developing and performance‑managing team members.
• Organisational skills to manage multiple clients and priorities.
• Continuous‑improvement mindset.

Required skills

• Microsoft 365
• Intune
• Entra ID
• Exchange Online
• Teams
• Windows environments