Socium - Teams Done Differently
IT Service Desk Team Lead – UK Shift (Mid Shift in PH) – Fully Remote We are looking for an experienced IT Service Desk Team Lead to join and lead an existing team supporting IT Service Desk users across a number of countries. This is a fully remote role combining hands-on technical leadership with team management: overseeing incoming help desk phone calls and tickets, ensuring rapid resolution and appropriate escalation, and guiding the team's day-to-day performance. The team works on a rota system covering 24/7 with a mix of UK and APAC hours, including an on-call rota for weekends, and the Team Lead will play a key role in coordinating and managing that rota. We are looking for an IT Service Desk Team Lead with the following skills/experience: Proven experience leading or supervising a service desk or IT support team, including rota/shift management and on-call coordination Very strong verbal communication skills (in English), with the ability to represent the team to stakeholders and manage escalations Extensive experience of O365 Admin and O365 issue resolution Expertise with Intune Experience working in an MSP environment or on a busy support team resolving a high number of tickets per day, with a track record of driving team performance against SLAs/KPIs SharePoint Strong L1 and L2 support background, with the ability to coach and mentor junior team members and act as a point of technical escalation Ideally experience supporting international users Experience with ticket queue management, reporting, and identifying process improvements to boost team efficiency
Socium - Teams Done Differently
