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- Tasks: Lead the IT helpdesk, providing technical support and managing a team of IT Support Technicians.
- Company: INTO University Partnerships transforms international student success through exceptional university partnerships.
- Benefits: Enjoy a competitive salary, ongoing professional development, and a collaborative work environment.
- Why this job: Make a real impact in education while developing your leadership skills in a dynamic setting.
- Qualifications: Experience in IT support, team management, and proficiency in Microsoft 365 and Azure AD required.
- Other info: Flexibility to work outside standard hours and occasional travel within the UK may be needed.
The predicted salary is between 28000 - 35000 £ per year.
INTO’s mission: Transforming international student academic and career success through exceptional university partnerships.
Location: INTO London (On-Site)
Salary: £28,000 - £35,000 Inclusive of London Weighting Band D
Contract Type: Permanent
Are you an experienced IT professional with a passion for customer service and team leadership? Do you have the technical expertise to support staff and students in a dynamic educational environment? We want you to join our team! We are looking for an IT Support Team Leader to lead the IT support function at our Middlesex Street site in London. As part of the UK IT Systems Team, you will play a key role in ensuring that our IT systems, infrastructure, and services run smoothly for our staff, students, and remote users.
About the Role:
As the IT Support Team Leader, you will manage the day-to-day operations of the IT helpdesk, providing technical support and overseeing a small team of IT Support Technicians. You’ll be responsible for delivering first and second-line support to staff and students, resolving a wide range of technical issues related to hardware, software, AV equipment, and classroom technology. You’ll also play a leading role in developing and improving our IT systems and processes across the organisation. You will work closely with the Senior Facilities Manager and collaborate with other IT teams to ensure that service levels are met and that users receive timely, professional support. The role also includes training staff and students, managing IT infrastructure and systems, and providing leadership and guidance to your team.
Key Responsibilities:
- Helpdesk & Technical Support: Lead the IT helpdesk, ensuring the provision of high-quality support to staff and students at the Middlesex Street site and across remote locations. Provide troubleshooting and technical assistance for hardware, software, AV technology, Microsoft Office 365 Suite, SharePoint, OneDrive, and other central systems. Develop and maintain documentation, user guides, and FAQs to help users resolve common issues independently.
- IT Systems & Infrastructure Management: Manage user accounts, permissions, and security for both On-Prem AD and Azure AD environments. Oversee the day-to-day operations of Microsoft 365 admin centres (Security, Endpoint Manager, Teams, SharePoint, etc.). Monitor and maintain the LAN, wireless LAN, network switches, firewalls, and web filters. Handle system backups, restores, and hardware maintenance, ensuring operational efficiency.
- Training & Development: Deliver 1-1 training and support on Office 365 tools and systems, including email management, file sharing, and collaboration tools. Assist in training staff and students on using the Virtual Learning Environment (VLE) and other academic tools. Lead, motivate, and mentor a team of IT Support Technicians. Ensure appropriate cover for the IT team during holidays and absence, maintaining high service standards. Monitor service level agreements (SLAs) and ensure that they are met.
- Additional Duties: Provide emergency out-of-hours support when required, including disaster recovery for IT systems and infrastructure. Attend UK Systems and Infrastructure meetings and collaborate with other centres to ensure the smooth operation of IT services across the network.
Why Join Us?
- Impactful Work: You’ll be supporting a vital educational service, helping students and staff access and use technology effectively.
- Development Opportunities: We offer ongoing professional development, including training and exposure to new technologies.
- Collaborative Environment: Work within a friendly, supportive team where your contributions make a real difference.
- Competitive Salary & Benefits: We offer a competitive salary and benefits package, with flexibility and room for career growth.
If you’re ready to take on an exciting leadership role in IT support and make an impact in an innovative educational environment, we’d love to hear from you!
To apply: Please send your CV and a cover letter outlining your relevant experience and why you’re interested in the role.
Requirements:
- Experience: Experience in IT support or a similar technical role, with a solid understanding of first and second-line support. Background in managing IT infrastructure and systems, particularly Microsoft 365, Azure AD, networking, and server management. Experience leading or managing a team, with a focus on customer service and team development.
- Technical Skills: Proficiency in troubleshooting hardware, software, and network issues. Familiarity with managing AV technology and providing support in a teaching/learning environment. Knowledge of disaster recovery processes and system backup strategies.
- Communication: Strong verbal and written communication skills to explain complex IT concepts to non-technical users. Ability to produce clear documentation and user guides.
- Flexibility & Availability: The ability to work outside of standard hours, including weekends and occasional travel within the UK as needed.
IT Support Team Lead employer: INTO University Partnerships
Contact Detail:
INTO University Partnerships Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Team Lead
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft 365, Azure AD, and AV technology. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your technical expertise.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed a team or improved service delivery in previous roles. This will show us that you can lead the IT support function effectively.
✨Tip Number 3
Research INTO University Partnerships and their mission to support international students. Understanding their goals will help you align your answers with their values during the interview process.
✨Tip Number 4
Prepare to discuss your approach to customer service in an IT context. Be ready to share specific instances where you've resolved issues for users, as this role heavily focuses on providing high-quality support.
We think you need these skills to ace IT Support Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and team leadership. Focus on specific achievements that demonstrate your ability to manage IT infrastructure and provide excellent customer service.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role and how your background aligns with INTO's mission. Mention your experience with Microsoft 365, Azure AD, and your approach to team management.
Showcase Technical Skills: Clearly outline your technical skills related to troubleshooting hardware, software, and network issues. Provide examples of how you've successfully resolved technical problems in previous roles.
Highlight Communication Abilities: Emphasise your strong verbal and written communication skills. Include examples of how you've effectively communicated complex IT concepts to non-technical users, as this is crucial for the role.
How to prepare for a job interview at INTO University Partnerships
✨Showcase Your Technical Expertise
Be prepared to discuss your experience with IT support, particularly in first and second-line roles. Highlight your familiarity with Microsoft 365, Azure AD, and troubleshooting techniques, as these are crucial for the position.
✨Demonstrate Leadership Skills
Since this role involves leading a team, share examples of how you've successfully managed or mentored others in previous positions. Discuss your approach to motivating a team and ensuring high service standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world situations. Think of specific examples where you resolved technical issues or improved processes, especially in an educational environment.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice explaining complex IT concepts in simple terms, as you'll need to assist non-technical users. Clear documentation skills will also be beneficial.
