Support Desk Team Leader

The IT Support Desk Team Leader will oversee the daily operations of ACT Systems’ Support Team, ensuring exceptional service delivery, team performance, and client satisfaction. This role demands a proactive, emotionally intelligent leader who can coach technicians, manage workloads, and uphold operational excellence in a fast-paced environment., Team Leadership & Culture

• Promote ACT’s values through positive leadership and a collaborative team culture
• Lead, coach, and develop support technicians, including apprentices
• Foster a customer-first mindset and continuous improvement across the team

Operational Management

• Schedule and delegate tasks to ensure balanced workloads and efficient coverage
• Monitor team performance against KPIs and SLAs, ensuring timely response and resolution
• Generate and analyse support reports to identify trends, gaps, and opportunities for improvement
• Maintain high standards of documentation and compliance with internal procedures

Escalation & Coordination

• Act as the primary escalation point for complex technical issues and client concerns
• Liaise with Technical Services and Sales/Operations teams to align support delivery with business goals
• Ensure clear communication and resolution pathways for escalated incidents

Training & Onboarding

• Support onboarding and training of new team members
• Identify development needs and facilitate learning opportunities to build technical and customer service capabilities

Performance Indicators

• SLA adherence and resolution times
• Team productivity and customer satisfaction scores
• Quality and consistency of documentation
• Effectiveness of escalations and issue resolution
• Team development and retention metrics

• Proven experience in IT support or service desk leadership
• Strong understanding of SLA/KPI frameworks and escalation protocols
• Excellent communication, coaching, and problem-solving skills
• Ability to manage competing priorities and drive team accountability
• Familiarity with support ticketing systems and reporting tools, * Technical support: 1 year (required)
• Team management: 2 years (required)

Licence/Certification:

• Driving Licence (required)

Pulled from the full job description

• Sick pay
• Free parking
• Company pension
• Private medical insurance
• On-site parking, Job Types: Full-time, Permanent

Pay: £35,000.00-£40,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Private medical insurance
• Sick pay