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For Companies At a Glance
- Tasks: Lead a dynamic IT support team, ensuring top-notch service delivery and continuous improvement.
- Company: Join a growing business near Southend-on-Sea, dedicated to operational excellence in IT.
- Benefits: Enjoy a competitive salary, mentorship opportunities, and a supportive team environment.
- Why this job: Make a real impact while developing your leadership skills in a collaborative culture.
- Qualifications: 5+ years in IT support with 2+ years in a leadership role; ITILv4 Foundation preferred.
- Other info: This is an office-based role; candidates must be local and have their own transport.
Location: Near Southend-on-Sea (Office Based)
Salary: Up to 50,000 per annum
Job Type: Full-Time, Permanent
Are you a skilled IT professional with leadership experience and a passion for operational excellence? Our client, based just outside Southend, is looking for an IT Operations Team Leader to oversee their 2nd and 3rd Line Support functions. This is a fully office-based role in a growing business, ideal for someone looking to make a real impact while mentoring a close-knit team.
About the Role
As the IT Operations Team Leader, you'll be responsible for the day-to-day performance of the technical support team, ensuring services are delivered efficiently and to the highest standard. You'll take ownership of SLA management, incident handling, and continuous service improvements, while also playing a key role in team development and customer satisfaction.
Key Responsibilities
- Lead and coordinate the daily activities of the 2nd & 3rd Line Support Team
- Monitor service performance against SLAs, identifying areas for improvement
- Develop and manage customer satisfaction metrics including CSAT and NPS
- Act as Incident Manager during major incidents, ensuring timely and effective resolution
- Analyse service desk trends to reduce recurring issues through proactive support and training
- Oversee the creation and maintenance of Knowledge Base content to improve self-service
- Work closely with third-party vendors and internal stakeholders to maintain smooth service delivery
- Mentor and support team members, identifying training and development opportunities
- Ensure documentation, processes, and reporting are accurate and up to date
- Report regularly to senior leadership on service performance and team progress
Skills & Experience Required
- Proven experience in an IT team leadership or supervisory role
- Strong knowledge of IT systems, service desk operations, and technical troubleshooting
- ITILv4 Foundation or equivalent qualification (CompTIA A+, MCP, etc.)
- Experience in a MSP environment is highly desirable
- Excellent communication, problem-solving, and team management skills
- Demonstrated ability to analyse data and implement service improvements
- Comfortable managing internal and external relationships
- 5+ years' experience in IT support with at least 2+ years in a leadership role
- Familiar with service desk software and performance monitoring tools
Additional Information
This is a fully office-based role, located just outside Southend - candidates must be within commuting distance and have access to their own transport. Standard office hours with occasional flexibility around incident response or priority issues.
IT Operations Team Leader employer: Cooper Lomaz Recruitment Ltd
Contact Detail:
Cooper Lomaz Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Operations Team Leader
✨Tip Number 1
Familiarise yourself with ITILv4 principles, as this is a key requirement for the role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to operational excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you improved team performance or customer satisfaction.
✨Tip Number 3
Research the company and its service desk operations thoroughly. Knowing their current challenges and successes can help you tailor your conversation during interviews and show that you're genuinely interested in making an impact.
✨Tip Number 4
Network with professionals in the IT support field, especially those who have experience in MSP environments. They can provide insights into the role and may even refer you to opportunities within their networks.
We think you need these skills to ace IT Operations Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and technical skills relevant to the IT Operations Team Leader role. Emphasise your experience in managing 2nd and 3rd Line Support functions, as well as any ITIL qualifications you possess.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for operational excellence and your ability to mentor a team. Mention specific examples of how you've improved service delivery or customer satisfaction in previous roles.
Highlight Relevant Experience: In your application, focus on your experience in an IT support environment, particularly in a leadership capacity. Discuss your familiarity with service desk software and performance monitoring tools, as well as your ability to analyse data for service improvements.
Showcase Soft Skills: Don't forget to highlight your communication, problem-solving, and team management skills. These are crucial for the role, so provide examples of how you've successfully managed internal and external relationships in past positions.
How to prepare for a job interview at Cooper Lomaz Recruitment Ltd
✨Showcase Your Leadership Skills
As an IT Operations Team Leader, your ability to lead and mentor a team is crucial. Be prepared to discuss your previous leadership experiences, how you motivated your team, and any specific challenges you overcame while managing a group.
✨Demonstrate Technical Proficiency
Make sure to highlight your technical knowledge, especially in 2nd and 3rd line support. Be ready to discuss specific technologies you've worked with, your troubleshooting methods, and how you've improved service delivery in past roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and incident management skills. Prepare examples of major incidents you've managed, how you handled them, and the outcomes. This will show your capability in high-pressure situations.
✨Understand SLAs and Customer Satisfaction Metrics
Familiarise yourself with Service Level Agreements (SLAs) and customer satisfaction metrics like CSAT and NPS. Be ready to discuss how you've monitored these in the past and any strategies you've implemented to enhance customer satisfaction.
