Service Desk Support Team LeadBunker Technical Solutions • Stamford, England, United Kingdom
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Service Desk Support Team Lead
Bunker Technical Solutions
- Stamford, England, United Kingdom
- Stamford, England, United Kingdom
About
*SUMMARY*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*
*Leadership & Strategy*
· 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*
* RMM & endpoint management
o Autotask
o IT Glue
* *Backup & Disaster Recovery*
o Datto BCDR, SIRIS & Cloud Continuity
o Business Continuity & DR planning & testing
* *Cloud & Productivity*
* Microsoft 365 (Exchange, Teams, SharePoint, Defender)
o Microsoft Azure (Entra, AD, VMs)
* *Cybersecurity Stack*
o Endpoint protection (e.g., Kaseya Endpoint Security, integrated AV)
o Inforcer (Microsoft Secure Score as a Service)
o Patch management and vulnerability scanning
o Email filtering and phishing protection -Security awareness training
o vPenTest, Vonahi, Vulscan, Compliance as a Service
* *Networking & Infrastructure*
* Intune, Windows Server, Active Directory, Group Policy
* Basic networking (firewalls, VPNs, VLANs) – multi-vendor environment
*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 cybersecurity.
· 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
· Overtime opportunities
· Training and certification programs
· Access to advanced technology
· Annual bonus potential (up to 10%)
· Qarrot incentive scheme.
Job Types: Full-time, Permanent
Pay: £25,000.00-£32,000.00 per year
Education:
* Certificate of Higher Education (preferred)
Experience:
* IT Support: 1 year (preferred)
* Leadership: 3 years (preferred)
* Customer service: 3 years (preferred)
Work Location: In person
Languages
- English
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