Service Engineering Team Lead

Service Engineering Team Leader

Location: Sittingbourne, Kent

50 - 55k

Are you an experienced IT Team Leader looking for your next challenge?

Do you thrive on mentoring and guiding technical teams while driving service excellence?

Would you like to take ownership of third-line escalations and continuous service improvements?

Established for over 30 years, our client is a market-leading MSP specialising in platform hosting, network infrastructure, data centre and business continuity services for small, medium and large enterprises, public sector and Education organisations, as well as other service providers.

They are now looking for a Service Engineering Team Leader to lead, guide, and mentor a skilled technical team, ensuring seamless service delivery, technical excellence, and third-line escalation support. This role is pivotal in managing service improvement plans, overseeing client onboarding, and driving continuous enhancements in IT infrastructure, cloud solutions, and cybersecurity.

You will have the opportunity to work with cutting-edge technologies, drive process automation, and lead high-impact IT projects while fostering a culture of collaboration and innovation.

Duties

Technical Leadership & Mentorship

• Lead and coach a team of engineers, ensuring high standards of performance and accountability.
• Set clear goals, manage workloads, and conduct performance reviews.
• Act as a point of escalation for complex technical issues, guiding the team through challenges.
• Encourage a collaborative and motivated work environment.

Technical Escalations & Problem Solving

• Manage and resolve third-line technical issues, ensuring compliance with SLAs and KPIs.
• Handle escalations across a wide range of IT systems, including servers, networking, and security.
• Perform root cause analysis, implementing solutions to prevent recurring issues.

Service & Process Improvement

• Identify opportunities for optimisation, automation, and efficiency within the service desk and IT infrastructure.
• Develop and implement service improvement plans, enhancing customer satisfaction and operational effectiveness.
• Stay up to date with industry best practices and emerging technologies.

Technical Capabilities & Systems Supported You will be responsible for supporting, configuring, troubleshooting, and optimising:

• Microsoft Technologies: Windows OS (Desktop & Server), Office 365, Active Directory, Virtualisation (VMware/Hyper-V).
• Networking & Security: TCP/IP, DNS, DHCP, VPNs, routers, switches, and firewalls (including WatchGuard).
• Cloud & Cybersecurity: Cloud-based solutions (Azure, AWS, Snowflake), antivirus, backup solutions, email security.
• Hardware & End-User Support: Servers, desktops, mobile devices, printers, and peripherals.
• ITIL & Service Management: ITIL framework, incident and problem management, ticketing systems.

Client Onboarding & Project Management

• Oversee client onboarding processes, ensuring smooth transitions and high-quality documentation.
• Lead technical implementation projects, ensuring seamless integration into business-as-usual (BAU) support.
• Ensure projects are delivered on time, within scope, and aligned with business goals.

What We Are Looking For

• Proven leadership experience in an IT support or service delivery environment, ideally within managed services or an MSP.
• Strong technical background across Microsoft, networking, cloud, and cybersecurity solutions.
• Excellent problem-solving skills, capable of handling high-level technical escalations.
• Strong communication and stakeholder engagement skills, able to liaise with teams at all levels.
• Experience managing SLAs, KPIs, and driving service improvements.
• Project management experience, delivering IT solutions and onboarding new clients.
• Relevant IT certifications are desirable but not essential (Microsoft, Cisco, ITIL).

Why Join?

Lead a high-performing technical team and shape the future of service delivery. Work with cutting-edge technologies in cloud, security, and enterprise IT solutions. Opportunity to drive innovation, process automation, and service excellence. Supportive work environment with ongoing professional development opportunities.

Ready to take the next step? Apply today!