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# Support Desk Team Leader

- **Company:** The Act
- **Location:** Grazeley, UK
- **Experience:** Expert
- **Salary:** £35,000.0 - £40,000.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Tools for Reporting
- **Published:** September 1, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=c7a040598c046ca2

## About the Role

* 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)

## Description

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