IT Support Team Leader

This is a fantastic opportunity for an experienced IT professional to join one of the UK’s leading specialists at an exciting time, supporting a busy internal IT function and taking ownership of day-to-day operations whilst leading a small team in need of mentorship.

The business is looking for someone who can come in quickly and make an immediate impact, helping to support a number of ongoing projects whilst ensuring the smooth running of the IT support function and allowing the IT Manager to focus on longer-term strategic initiatives.

This role would suit someone who enjoys remaining hands-on technically whilst also leading and developing others. You’ll act as the senior technical point of escalation within the team whilst managing a small team and helping to ensure the department continues to deliver an excellent service across the business.

Our client is one of the UK’s leading providers in their industry, the business has won multiple awards in recent years and prides itself on its culture.

This is a hybrid role, with employees required to work from the Luton office three days per week.

Hours are Monday to Friday, 9am - 5pm with an hour for lunch, giving a 35-hour working week in total.

The salary on offer for this position is £40,000 - £45,000 depending on experience.

Duties:

• Line managing, mentoring and developing staff.
• Conducting regular one-to-ones, objective setting and performance reviews.
• Managing day-to-day team administration including holiday planning, absence management and ensuring adequate site cover.
• Monitoring the IT helpdesk queue, allocating work appropriately and ensuring tickets are progressed and resolved within agreed service levels.
• Acting as the senior technical escalation point for complex IT, network and infrastructure issues.
• Supporting and maintaining network infrastructure, servers and cloud-based systems.
• Liaising with stakeholders across the business, translating technical information into clear and understandable language.
• Ensuring high levels of system availability and coordinating preventative maintenance activities.
• Taking ownership of smaller technical projects including hardware upgrades, software updates and security improvements.
• Supporting the delivery of larger IT projects and system implementations alongside the IT Manager.
• Assisting with operational testing, deployments and implementation activities.
• Creating and maintaining technical documentation, processes and standard operating procedures.
• Driving continuous improvement across IT support processes and service delivery.

• Previous experience within a busy, hands-on IT support environment.
• 1-2 years’ experience managing, mentoring or leading junior team members.
• Strong technical knowledge across network infrastructure, server administration and Microsoft 365/Azure environments.
• Experience supporting business-critical ERP systems and applications.
• Excellent communication skills with the ability to build relationships across all levels of the business and explain technical issues to non-technical users.
• Highly organised with strong project coordination and workload management skills.
• A proactive and solutions-focused approach.
• Ability to prioritise effectively and work well under pressure.

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