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