IT Support Team Lead

We’re working with an established technology organisation looking to recruit an experienced IT Support Team Lead to oversee its technical support operations.

This is a great opportunity for someone with a strong background in IT Support, Networking and Service Desk Management who enjoys developing people, improving processes and delivering excellent customer service.

THE IT SUPPORT TEAM LEAD ROLE

As an IT Support Team Lead, you’ll take responsibility for the day-to-day management of a combined 1st and 2nd Line Support team, ensuring technical issues are resolved efficiently and service levels are consistently achieved.

You’ll act as a key escalation point for complex technical issues, particularly around networking, whilst providing hands-on leadership, coaching and development to your team.

Your responsibilities will include:

• Managing daily Service Desk operations, ticket queues and SLA performance
• Leading, mentoring and developing 1st and 2nd Line Support Engineers
• Acting as an escalation point for complex technical and networking issues
• Monitoring KPIs, identifying trends and driving service improvements
• Managing team rotas, performance reviews and individual development plans
• Supporting incident management, supplier escalations and post-incident reviews
• Improving internal processes, documentation and support procedures

• Previous experience leading or managing an IT Support or Service Desk team
• Strong technical background within 1st and 2nd Line Support
• Experience troubleshooting networking, connectivity and broadband issues
• Good knowledge of Windows, macOS and Linux environments
• Experience administering Microsoft 365 and supporting end-user technologies
• Understanding of incident management, SLAs and IT service delivery
• Experience coaching technical staff and managing team performance
• Strong communication, organisation and problem-solving skills
• Previous MSP experience would be advantageous
• ITIL Foundation certification would be beneficial, IT Support Team Lead, IT Support Team Leader, Service Desk Team Leader, IT Support Manager, 1st Line Support, 2nd Line Support, Networking, Microsoft 365, Windows, macOS, Linux, MSP, Incident Management, SLA Management, ITIL, Technical Support, Sheffield