Technical Team Leader – Modern Workplace Support

About the role

We are seeking a Technical Team Leader to head a Modern Workplace Support team that serves multiple client accounts. The role involves overseeing daily performance, ensuring service quality, and maintaining strong client relationships across both large enterprises and smaller organisations.

Key responsibilities

• Lead, coach and develop a team of Modern Workplace support representatives, managing rosters, workload allocation and coverage.
• Conduct regular 1:1s, coaching sessions and team meetings, and step in on escalations and complex issues.
• Act as the primary day‑to‑day contact for assigned clients, communicating incidents, trends, risks and service improvements.
• Monitor service performance metrics such as SLAs, CSAT, ticket trends and quality scores, using findings to drive continuous improvement.
• Maintain expertise in Microsoft 365, Intune, Entra ID, Exchange Online, Teams and Windows environments, reviewing escalated technical 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 with the ability to engage both technical and non‑technical stakeholders.
• Proven ability to manage workload, coverage and priorities across multiple clients.
• Continuous‑improvement mindset and solid organisational skills.

Required skills

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