Technical Support Lead - Infrastructure & Service Desk

An established global organisation is seeking a Technical Support Lead to join its growing IT function. This key role will oversee escalations from the service desk team, act as a senior point of technical expertise across infrastructure platforms, and contribute to strategic IT initiatives.

As a hands-on leader, you'll combine technical depth with a people-first approach-resolving complex issues, mentoring others, and driving continuous improvement. You'll also play a central role in maintaining and evolving core infrastructure components including virtualization, networking, cloud services, and monitoring systems.

?? What You'll Be Doing:

• Act as the 3rd Line escalation point for complex technical issues from the support team.
• Take ownership of infrastructure-level support, including virtualization, network, storage, and cloud platforms.
• Monitor, maintain, and troubleshoot enterprise systems and core services (Microsoft 365, Azure, Active Directory, etc.).
• Collaborate with internal teams and external vendors to ensure fast and effective resolution of incidents.
• Lead and deliver technical projects to improve service delivery and infrastructure resilience.
• Support, mentor, and coach junior team members, sharing knowledge and fostering a culture of learning.
• Maintain clear, concise documentation for internal and client-facing systems.
• Participate in on-call rotations to support critical systems outside business hours.

?? Required Experience:

5+ years in a technical support or infrastructure role, ideally within a service desk or MSP environment.
Strong troubleshooting skills across Windows Server, Microsoft 365, Azure, and virtualized environments (VMWare preferred).

• Solid understanding of networking fundamentals (LAN/WAN, firewalls, switches, wireless).
• Experience with automation or scripting (e.g., PowerShell).
• Knowledge of backup solutions, monitoring platforms, and enterprise security tools.
• Confident communicator with a strong customer service mindset.
• Able to prioritize, manage tasks independently, and thrive in a fast-moving environment.
• Certifications such as Microsoft, Cisco, CompTIA, or relevant vendor-specific qualifications are a plus.

? Bonus Points For:

• Experience with storage solutions (e.g., IBM), backup platforms (e.g., Rubrik), or monitoring tools (e.g., PRTG).
• Familiarity with ITSM platforms like Jira Service Desk.
• Experience managing vendor relationships or service providers.
• This is a fantastic opportunity for someone ready to step into a leadership role while staying technically hands-on. If you're passionate about infrastructure, problem-solving, and helping others succeed-we'd love to hear from you.

Apply now to join a collaborative, forward-thinking team where your impact will be seen and valued.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.