Service Desk Team Leader (1st line) (Microsoft)

Location: Remote, UK; fully remote

Company

hirify.global is a cloud service specialist that designs, implements, and manages multi-cloud solutions, communication tools, and high-performance networking.

What you will do

• Lead day-to-day first-line Service Desk operations, including incidents, service requests, escalations, and ticket queues.
• Own delivery of the End User Service Desk service and ensure compliance with SLAs, KPIs, ITIL processes, security, audit, and governance standards.
• Manage, mentor, and develop Service Desk analysts, including performance reviews, workforce planning, recruitment, and onboarding support.
• Improve customer satisfaction through feedback analysis, proactive communication, and resolution of customer escalations.
• Maintain service catalogues, documentation, knowledge base articles, and standard operating procedures.
• Drive continual service improvement, automation, self-service, knowledge management, and AI initiatives using tools such as ServiceNow.

Requirements

• AZ-900 Microsoft Azure Fundamentals qualification.
• MD-102 Microsoft 365 Endpoint Administrator Associate qualification.
• Prior experience supporting Microsoft products, including Microsoft 365 and applications in an operational environment.
• Experience with cloud computing and SaaS and PaaS systems.
• Proven team leadership experience, with strong troubleshooting, analytical, problem-solving, communication, and stakeholder-management skills.
• Ability to work independently and collaboratively while responding effectively to changing operational demands.

Culture & Benefits

• Fully remote working arrangement within the UK.
• Customer-centric, collaborative environment focused on growth and continuous learning.
• Opportunity to improve service efficiency and customer experience through automation and modern Microsoft technologies.

Hiring process

• Application review.
• Interview with the Talent Acquisition team followed by an interview.
• Hiring decision.