IT Support Team Leader

Following continued growth, we are looking for an IT Support Team Leader to manage our busy helpdesk and support the day-to-day leadership of our small IT support team.

We take pride in delivering a friendly, reliable and professional service, often going above and beyond to make sure our schools receive the support they need.

Key words: IT support leadership, helpdesk management, ticket triage, customer service, hands-on technical support, prioritisation and clear communication.

The Role

This is a hands-on leadership role for someone who enjoys keeping a busy support desk organised, helping colleagues succeed and ensuring customers receive timely, clear and helpful communication.

You will support and manage the IT support team, oversee ticket flow, triage new requests, help prioritise workloads, guide escalations and provide technical support remotely and onsite when required.

The role involves supporting teachers, students, technicians and senior school staff across hardware, software, networking, audio-visual systems and Microsoft 365 services.

A friendly, professional and approachable manner is essential, with the ability to explain technical issues clearly and calmly in plain English.

The position includes home working, remote support and onsite visits, including hands-on support and project work at customer sites.

Your Responsibilities

As Team Leader, you will set the standard for ticket management, customer communication and day-to-day support delivery, helping keep the helpdesk organised and work moving.

You will need to lead by example, modelling professionalism, clear communication, ownership, calm problem-solving and proactive ticket management, especially during busy periods.

Take ownership of ad hoc IT projects from initiation to completion, ensuring effective planning, coordination, delivery and clear communication.

You will report to the Managing Director and work closely with the Operations Manager to ensure tickets are triaged, progressed, updated and responded to professionally.

Experience leading, supervising or mentoring an IT support team, helpdesk team or small technical team. Strong experience managing support tickets, triaging new requests, prioritising workloads and ensuring timely customer updates. Good hands-on technical support experience across Windows devices, Microsoft 365, networking and general school IT environments. Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users. A calm, organised and proactive approach, with the ability to support colleagues, manage priorities and keep work moving. A full driving licence and access to a car, as onsite visits to schools and customer sites will be required. Willingness to complete an enhanced DBS check. You should have a good working knowledge of a range of technologies and systems, including:

Microsoft software and Windows operating systems, including Office and 365 Exchange Online, Teams, SharePoint, OneDrive and ideally Microsoft Intune IP networking and switching, including LAN, WAN, WLAN and VLANs Wi-Fi systems, including setup, configuration and support Domain services, including Active Directory, DHCP, DNS, Group Policy and related infrastructure Physical and virtual server administration Good knowledge of domain management and DNS Filtering software such as Securly and Netsweeper MDM such as Securly, JAMF and Lightspeed Additional knowledge in the following areas would be advantageous; please include relevant experience in your CV or covering letter:

AutoTask PSA and Datto RMM/N-Central Microsoft 365 migration from on-prem AD and file servers Advanced knowledge of routers and firewalls Audio-visual equipment such as sound systems and projectors Touch screen and touch boards Certificates and CAs Key Skills

We are looking for someone with strong communication skills, good technical judgement and the confidence to support a small team. You should be organised, calm under pressure, approachable and able to prioritise effectively while maintaining accurate ticket notes and clear customer updates. A good understanding of safeguarding, cyber security, GDPR and professional conduct in a school environment is also important. Normal working hours are 8:30am to 5:30pm, although some IT work may need to be completed outside normal hours. We offer flexibility in return and value a sensible, team-focused approach.

Inspired ICT Solutions Ltd provides trusted IT support, products and services to primary schools across Berkshire, North Hampshire and South Oxfordshire.