Technical Lead Engineer
Posted 1 week ago by Hays
£45,000 Per year
Undetermined
Undetermined
Belfast, Northern Ireland, United Kingdom
Summary: The Helpdesk Manager role at a long-established Managed Service Provider involves leading a team of 10-12 engineers to ensure efficient service desk operations and exceptional client service. This hands-on leadership position requires a strong understanding of MSP dynamics, proven leadership skills, and technical knowledge in relevant tools and platforms. The role emphasizes accountability, communication, and process discipline to manage ticket flow and client escalations effectively.
Key Responsibilities:
- Lead a team of 10-12 engineers across 1st/2nd line and field support.
- Manage ticket flow, prioritisation, escalations, and SLA compliance.
- Conduct daily huddles, performance reviews, and enforce process discipline.
- Handle client escalations and maintain communication during incidents.
Key Skills:
- Essential MSP experience with an understanding of its demands.
- Proven leadership experience managing technical teams.
- Technical understanding of Microsoft 365, Intune, Azure AD, networking fundamentals, and PSA/RMM tools.
- Strong organisational and communication skills, with the ability to remain calm under pressure.
Salary (Rate): £45,000.00 yearly
City: Belfast
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Your Company A long-established Managed Service Provider with a reputation for excellence, supporting hundreds of clients across multiple regions. The organisation values professionalism, reliability, and continuous improvement, offering a collaborative and growth-focused environment.
Your Role As Helpdesk Manager, you will be the driving force behind the service desk, ensuring smooth operations and outstanding client service. This is a hands-on leadership role where structure, clarity, and accountability are key. You'll lead a team of 10-12 engineers across 1st/2nd line and field support. Ticket flow, prioritisation, escalations, and SLA compliance. Daily huddles, performance reviews, and process discipline. Client escalations and communication during incidents.
What You Need to Succeed MSP Experience: Essential - you must understand the rhythm and demands of a Managed Service Provider. Proven Leadership: Direct experience managing technical teams. Technical Understanding: Familiarity with Microsoft 365, Intune, Azure AD, networking fundamentals, and PSA/RMM tools. Calm Under Pressure: The steady voice when things get busy. Strong organisational and communication skills.
What You Will Get in Return Salary: £35,000 - £45,000 DOE. Benefits: Pension (3% employer / 5% employee), private healthcare, 28 days holiday (increasing with service), Friday breakfast + fruit delivery. Staff socials and recognition awards ongoing training and certifications.
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