Senior Technical Lead-Helpdesk & Projects

Summary

Join our client, a passionate team of tech wizards, as a Senior Technical Lead. This hands-on role blends leadership, technical expertise, client interaction, and process ownership. You will supervise and mentor the technical support team, lead complex projects, manage the helpdesk, and provide L2-L3 support across various environments. The position requires strong technical skills in Windows, Active Directory, Office 365, and scripting, as well as excellent communication and problem-solving abilities. You will also be responsible for documenting solutions, improving workflows, and preparing regular reports. This dynamic position offers opportunities for career growth and exposure to innovative tools within a supportive and flexible work environment.

Requirements

• Proven experience in a senior technical support role, preferably in an MSP or IT services setting
• Strong knowledge of Windows 10/11, Windows Server, Active Directory, and Office 365 administration
• Working knowledge of DNS, DHCP, MX records, SPF/DMARC, and email tracing
• Familiarity with PowerShell scripting and endpoint security tools
• Exposure to macOS and a willingness to explore and troubleshoot unfamiliar systems
• Experience with project management tools and helpdesk systems (e.g., SuperOps, ConnectWise, Autotask)
• Ability to work both autonomously and collaboratively, especially in a hybrid or remote setup
• Proactive, self-motivated, and constantly looking for opportunities to optimise and improve
• Curious and independent—comfortable learning new systems and uncovering functionality without prompting
• Strong communicator who can explain technical concepts in plain language
• Supportive team player who uplifts others and encourages knowledge sharing
• Calm under pressure and comfortable engaging with clients directly and confidently

Responsibilities

• Supervise and mentor the technical support team, providing guidance, support, and professional development
• Lead by example—be the go-to escalation point for complex tickets and projects
• Promote a culture of ownership, curiosity, and continuous learning
• Manage the helpdesk ticketing system and ensure effective triage, prioritisation, and resolution of tickets
• Answer and resolve incoming support requests—phone, email, or ticket-based—with a calm and confident tone
• Provide L2-L3 support across desktop, server, and cloud environments
• Assist and/or lead technical projects, coordinating with stakeholders and internal resources
• Assist in scoping, designing, and deploying IT solutions, both commercially and technically
• Improve systems and workflows proactively by identifying recurring problems and bottlenecks
• Document solutions, processes, and SOPs clearly and share knowledge with the team to lift collective capability
• Prepare regular reports on ticket trends, resolution times, and client satisfaction

Preferred Qualifications

• Networking Tools – Wireshark, NetCrunch, Domotz
• Password Managers – LastPass, Bitwarden
• Basic SQL or API experience
• Virtualisation – Hyper-V, VMware, Azure VMs

Benefits

• Supportive and flexible work environment with a high-performing team
• Opportunities for career growth in a rapidly evolving company
• Exposure to innovative tools and real autonomy to lead change