IT Team Leader

An excellent opportunity has arisen for an experienced IT Team Leader to join a growing and forward-thinking technology services business in Swansea.

This is a hands-on leadership position where you will take responsibility for the day-to-day running of the technical support team, ensuring workloads are effectively managed, customers receive a high level of service and technical issues are progressed and resolved efficiently.

You will need to be technically capable and commercially aware, with enough technical knowledge to understand and challenge issues, support your team with escalations and communicate confidently with clients. At the same time, you’ll need strong people and organisational skills to coordinate the team and keep day-to-day operations running smoothly. Key ResponsibilitiesTeam Leadership & Day-to-Day Management

• Take ownership of the day-to-day running of the technical support team.
• Allocate and prioritise workloads across the team based on client requirements, urgency and available resources.
• Monitor outstanding tickets, response times and service levels to ensure work is progressing effectively.
• Act as an escalation point for more complex technical and customer issues.
• Provide guidance, support and mentoring to members of the technical team.
• Ensure clear communication across the team and maintain a collaborative working environment.
• Identify recurring issues, operational challenges and opportunities to improve processes.
• Work closely with management to address workload, performance and resourcing requirements.
• Help ensure the team consistently delivers a professional, customer-focused service.

Key Client Relationship

• Act as the primary point of contact for a key client.
• Build and maintain a strong, trusted relationship with the client.
• Understand the client’s business, technology requirements and priorities.
• Coordinate day-to-day support requirements and ensure issues are directed to the appropriate technical resource.
• Keep the client informed regarding progress, priorities and expected timescales.
• Manage expectations and ensure agreed service levels are maintained.
• Participate in client meetings and service reviews where required.
• Identify recurring problems and opportunities to improve the client’s overall IT experience.
• Work closely with internal technical teams to ensure the client receives a consistent and proactive service.

Technical Responsibilities

• Provide technical guidance and support to the team when required.
• Act as an escalation point for more complex technical issues.
• Be comfortable troubleshooting and understanding issues across modern IT environments.
• Work with Microsoft technologies, cloud platforms and business IT systems.
• Support the delivery of technical changes, improvements and projects.
• Liaise with engineers, vendors and third parties where necessary.
• Maintain a good understanding of the technical environments and requirements of key clients.
• Ensure technical issues are communicated clearly to both technical and non-technical stakeholders.

We’re looking for an experienced IT professional who is ready to take the next step in their leadership career or an established team leader looking for a role with greater client ownership.

You will ideally have:

• Previous experience in an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support or similar position.
• Experience overseeing the day-to-day workload of an IT support or technical team.
• A good technical foundation and the confidence to get involved with escalated technical issues.
• Experience working within an MSP, managed services or client-focused IT environment would be highly advantageous.
• Experience supporting larger or complex client environments.
• Strong client-facing and relationship management skills.
• The ability to communicate technical information clearly without unnecessary jargon.
• Excellent organisation and prioritisation skills.
• The ability to remain calm and make effective decisions in a busy support environment.
• A proactive and solutions-focused approach.
• Experience with Microsoft 365 and Azure would be advantageous.
• A genuine interest in technology and helping customers get the best from their IT environment.