Senior Technical Support Analyst (Team Lead)
Role details
Job location
Tech stack
Job description
This role mixes hands-on technical support with team leadership. You'll be responsible for day-to-day service desk operations, developing analysts, and ensuring our clients receive an exceptional support experience., Leadership & People Management
- Lead the daily activities of the service desk, ensuring smooth operations and SLA attainment.
- Mentor, coach, and develop team members to bring out their best.
- Run morning huddles, allocate work, and provide escalation support.
- Build a positive, energetic team culture focused on high standards and great customer service.
- Support the Technical Director in shaping service processes and long-term team structure.
Technical Responsibilities
- Act as the technical escalation point for L1/L2 issues.
- Diagnose and resolve hardware, software, network, and Microsoft 365 issues.
- Assist with site visits, installations, and more complex incidents.
- Maintain accurate documentation, knowledge base articles, and SOPs.
Strategic & Service Management Development
- Contribute to improving processes, reporting, KPIs, and service performance.
- Work towards ITIL-aligned practices.
- Play a role in evolving the team from standard office hours to broader coverage (e.g., extended hours or 24/7).
- Gain experience working with international teams and clients as the business expands.
Requirements
Do you have a valid Driving Licence license?, Do you have experience in IT support?, If you're currently a strong Level 2 technician with people-management experience - or a seasoned team leader ready for the next step - this role offers a direct development path toward IT Service Management over the next two years., * Strong Level 2 technical background with around 5 years in IT support.
- At least 2 years of people-management or team-lead responsibilities.
- Confident leading a room, motivating others, and setting standards.
- Excellent communication skills with a passion for customer service.
- Solid experience with Microsoft 365, Windows, macOS, networking fundamentals, and typical MSP technologies.
- A proactive, energetic approach - someone who genuinely loves tech and loves helping people.
Ideal/High-End Candidate Profile
(You don't need all of this - but if you do, we want to speak to you!)
- Experience leading diverse or multi-location teams.
- Exposure to out-of-hours or international service operations.
- An interest in developing into an IT Service Manager within 18-24 months.
- Comfortable influencing stakeholders, leading meetings, and driving improvement.
- Experience in an MSP environment (highly desirable)., * managing team: 2 years (required)
Language:
- English (required)
Benefits & conditions
Pulled from the full job description
- Flexitime
- Sick pay
- Bereavement leave
- Company pension
- Paid volunteer time
- Casual dress
- Company events, * Bereavement leave
- Casual dress
- Company events
- Company pension
- Flexitime
- Paid volunteer time
- Sick pay
