IT Team Leader

We are looking for an IT Team Leader to join our IT team on a permanent basis. You will support in shaping how our UK&I workforce experiences desktop and end-user support services. The team, consisting of you and two IT Support Engineers, support just under 1000 desktop enabled users based across multiple sites. The team are focussed on, delivering high-quality, customer-focused support across all sites and acting as key contributors to operational excellence, service resilience, and continuous improvement across the IT estate.

Success in this role requires a blend of technical and service experience. There will be collaboration with group teams (predominantly based at Germany) across operations, infrastructure, service desk and cybersecurity.

How You Will Make An Impact

• Lead and manage our existing IT Support Engineers.
• Oversee day-to-day management of the local IT helpdesk queue.
• Own the escalation and resolution of technical & service issues, ensuring effective communication and minimal business disruption.
• Drive continuous improvement by analysing service desk data, identifying trends, and implementing enhancements to tools, processes, and knowledge management
• Ensure local UK&I IT Services activities align with group and local governance, compliance obligations, and risk controls
• Collaborate with group IT functions and UK&I Digital Teams to support service transitions, technology deployments, and project deliverables
• Maintain strong awareness of end-user technologies, platforms, and best practices to support decision-making across desktop and mobility services
• Promote a customer-centric approach, ensuring user satisfy action, transparency, and responsiveness in all UK&I IT interactions
• Create and maintain a high-quality knowledge base and documentation library to support local IT knowledge, reduce single point of failures and self-service initiatives
• Report service performance, financials, risks, and operational insights clearly and proactively to IT leadership and stakeholders

• Proven experience leading desktop/support teams in a multi-site environment
• Technical, hands-on experience in an end user compute environment
• Deep understanding of end-user technologies, device management, troubleshooting, and support best practices
• Effective stakeholder engagement and communication skills across all organisational levels
• Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity

Desirable

• Experience with ITIL-based service management and operational governance
• Experience of networking and capabilities and Azure services
• Professional certification in IT Service Management (ITIL, SDI) or equivalent
• Experience working with global or multi-site teams
• Familiarity with modern endpoint management platforms such as Intune, or equivalent
• Experience with ITSM platforms such as ServiceNow, Ivanti for workflow, routing, and reporting
• Understanding of IT operations, security, compliance, and continuous improvement frameworks

At KAEFER, our success is built on our values and culture, which create a supportive and inclusive environment where employees can thrive. We prioritise growth and development, with abundant opportunities for advancement and a commitment to promoting from within. Our wide range of job openings, including entry-level positions, allows for the first steps on the ladder to success. We provide ongoing training and development opportunities to support our employees throughout their careers., Why KAEFER UK & Ireland? Our mission is clear: to be the most reliable and efficient provider of technical industrial services. KAEFER UK & Ireland provides a large and growing range of industries with asset integrity services including access solutions, insulation, surface protection, HVAC fabrication, EC&I and more. We focus on improving energy efficiency and extending asset life cycles. We have twelve operating centres across the UK and Ireland, employing approximately 3,500 highly skilled and experienced people. Our people are our lifeforce and every day they deliver excellence to our customers. KAEFER UK & Ireland is part of the KAEFER Group, a global €2.3 billion business with its headquarters in Bremen, Germany. KAEFER works on more than 5,500 job-sites internationally, with around 33,000 employees. With unrivalled experience and expertise, our teams provide trusted partnerships and tailored support to execute even the most challenging and complex projects for clients. We take pride in being part of a global company, with common values and many diverse and individual voices. You can 'count on us' to make positive contributions in the communities where we live and work. Our values: * Reliability * Ambition * Team Spirit * Respect