Service Desk Support Team Lead

Bunker48; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic Managed Service Provider in the United Kingdom is seeking a Service Centre Team Lead to oversee client communication and service delivery. The role entails managing a team of Technical Analysts, focusing on operational excellence and enhancing support performance. Candidates should have over 4 years in IT services, strong knowledge of managed services, and project management capabilities. The company offers competitive salaries, remote/hybrid work options, and professional development opportunities.

Benefits

Competitive salary

Remote/hybrid work flexibility

Professional development reimbursement

Collaborative company culture

Qualifications

• 4+ years of experience in IT services or MSPs, including senior or leadership roles.
• Strong understanding of managed services, cloud technologies, and cybersecurity.
• Ability to manage projects and lead technical discussions with clients.
• Excellent communication and documentation skills.

Responsibilities

• Develop and execute the technical roadmap aligned with business growth and security goals.
• Lead, mentor, and develop the technical team for best-in-class service.
• Stay current on industry trends and emerging threats to guide service evolution.
• Ensure SLA compliance and effective use of RMM/PSA tools.

Skills

Leadership

Cybersecurity understanding

Client communication

Project management

Documentation skills

Education

Relevant certifications (e.g., Microsoft, Azure, Datto Certified Advanced Technician)

Tools

Kaseya tools

Datto products

Autotask

IT Glue

Job description

We are a dynamic and growing Managed Service Provider (MSP) serving small to mid-sized businesses with reliable, secure, and forward-thinking IT solutions. With a strong focus on cyber security and business continuity, we leverage industry-leading platforms like Microsoft, Google, Kaseya and Datto to deliver exceptional service and peace of mind to our clients.

The Service Centre Team Lead oversees Bunker’s Service Centre, ensuring efficient client communication and service delivery. This role involves managing a team of Technical Analysts, driving operational excellence, and implementing strategies to enhance support performance.

Key Responsibilities

• Develop and execute the technical roadmap aligned with business growth and security goals both internally and externally.
• Lead, mentor, and develop the technical team to ensure best-in-class service.
• Stay current on industry trends and emerging threats to guide service evolution.
• Operations & Service Delivery
• Assist with day-to-day technical operations including help desk, infrastructure, and systems administration.
• Ensure SLA compliance, effective use of RMM/PSA tools, and consistent service quality.
• Standardise internal documentation, deployment processes, and security protocols.

Key Technologies You’ll Work With

• RMM/PSA & Documentation
  • Autotask
  • IT Glue
• Backup & Disaster Recovery
  • Business Continuity & DR planning & testing
• Cybersecurity Stack
  • Endpoint protection (e.g., Kaseya Endpoint Security, integrated AV)
  • Inforcer (Microsoft Secure Score as a Service)
  • Patch management and vulnerability scanning
  • Email filtering and phishing protection -Security awareness training
  • vPenTest, Vonahi, Vulscan, Compliance as a Service
• Networking & Infrastructure

Qualifications - Experience

Required

• 4+ years of experience in IT services or MSPs, including senior or leadership roles.
• Strong understanding of managed services, cloud technologies, and cyber security.
• Experience with Kaseya tools and Datto products.
• Ability to manage projects and lead technical discussions with clients.
• Excellent communication and documentation skills.

Preferred

• Relevant certifications (e.g., Microsoft, Azure, Datto Certified Advanced Technician).
• Familiarity with compliance frameworks - Cyber Essentials, ISO

What We Offer

• Competitive salary and bonus opportunities
• Remote/hybrid work - flexibility
• Professional development and certification reimbursement
• Collaborative and innovative company culture
• The chance to shape the future of our growing MSP