Team Lead Technical Support

We are seeking an experienced and customer-focused Team Lead to lead our Service Desk team. The successful candidate will be responsible for managing daily helpdesk operations, ensuring service levels are achieved, developing team performance, and delivering exceptional customer service.

This role combines people management, technical oversight, service improvement, and stakeholder engagement to ensure efficient and effective IT support across the business., Team Leadership

• Supervise and mentor Helpdesk Analysts and Support Technicians.
• Manage staff rota planning, holiday approval, and resource allocation.
• Support recruitment, onboarding, and training of new team members.
• Foster a positive, customer-focused support culture.

Service Desk Management

• Oversee the day-to-day operation of the IT Service Desk.
• Ensure incidents and service requests are handled within agreed SLAs.
• Monitor ticket queues and workload balancing.
• Escalate major incidents where appropriate.
• Ensure accurate ticket documentation and resolution records.

Customer Service

• Act as an escalation point for complex technical issues and customer complaints.
• Maintain high levels of customer satisfaction.
• Communicate effectively with users regarding incidents, outages, and service updates.
• Proactively identify trends affecting service quality.

Technical Oversight

• Provide 2nd and 3rd line support assistance as required.

• Assist with troubleshooting across:

• Networking and Wi-Fi
• Microsoft 365
• Windows Desktop & Server
• Active Directory / Entra ID
• Endpoint Management
• Remote Access Solutions
• Printers and Peripheral Devices

Support implementation of new technologies and service improvements.

Reporting & Governance

• Produce weekly and monthly service reports.
• Monitor service performance against KPIs and SLAs.
• Review aged tickets and escalation trends.
• Maintain relevant documentation and knowledge base articles.

Continuous Improvement

• Identify opportunities to improve processes and workflows.
• Implement service desk best practices.
• Support automation initiatives where beneficial.
• Support team training and development.

Essential

• Previous experience in a Helpdesk Supervisor, Service Desk Team Leader, or Senior IT Support role.
• Strong customer service and communication skills.
• Experience managing technical support teams.

• Solid understanding of:

• Networking & Wi-Fi (TCP/IP, DNS, DHCP)
• Microsoft 365
• Active Directory / Entra ID
• Windows Operating Systems
• ITSM/Ticketing Systems
• RMM & monitoring tools

Experience working to SLAs and KPIs.

Strong problem-solving and organisational skills.

Desirable

• Experience within an MSP environment.
• CCNA or equivalent certification.
• Microsoft Certifications.
• Knowledge of Azure and cloud technologies.
• Experience with endpoint management solutions such as Intune.
• Experience working within the hospitality industry would be a distinct advantage. As would experience working with any of the following manufacturer’s equipment and systems: - Ruckus, WatchGuard, Barracuda, Veeam, HPE, Fortinet; Meraki; Nevaya; Verkada; Microsoft
• Experience or understanding of ISO27001 & ISO9001 accreditations would be desirable.
• Degree in IT, Computer Science, or related field desirable.

Personal Attributes

• Strong leadership skills.
• Excellent communication abilities.
• Calm under pressure.
• Customer-centric mindset.
• Ability to prioritise and multitask.
• Proactive and solutions focused.
• Strong attention to detail., An experienced IT support professional who enjoys leading people, improving service delivery, and ensuring customers receive exceptional technical support. The ideal candidate will combine strong technical knowledge with proven leadership skills and a passion for service excellence.

• Competitive salary.
• Pension scheme.
• Training and certification support.
• Career progression opportunities.