IT Support Team Leader

Bristow Holland is working exclusively with a global organisation looking to recruit an IT Support Team Leader to join their Caerphilly office. This is a hybrid role offering the opportunity to work from home two days a week.

This position is ideally suited to someone who thrives in a fast-paced, high-pressure IT environment and enjoys balancing team leadership with hands-on technical support. The role offers a 50/50 split between people management and technical delivery, overseeing the provision of end user services and directly supporting business-critical systems and processes.

Key Responsibilities:

• Lead and mentor a team of End User Services Engineers based in Caerphilly.
• Coordinate and manage day-to-day workloads, ensuring timely and effective delivery of IT support services.
• Deliver high-quality support across M365, thin clients, desktop OS & patching, printers, voice services (UCaaS), access control, and business applications.
• Actively contribute to major incident investigations and resolutions.
• Ensure delivery in line with defined SLAs, OLAs, and KPIs, while identifying opportunities for service improvement.
• Engage in change management processes and support the implementation of IT projects and upgrades.
• Build strong stakeholder relationships and foster collaboration across departments.
• Develop a culture of accountability, continuous improvement, and professional development within the team.

Required Skills & Experience:

• Minimum of 5 years’ experience in delivering end user IT services.
• ITIL Foundation Certificate or equivalent understanding of IT service management.
• Proven technical background with a solid understanding of IT infrastructure, cloud technologies, and end-user computing.
• Strong leadership qualities with the ability to manage and mentor team members.
• Excellent organisational and problem-solving skills with a strategic mindset.
• Confident communicator able to build rapport with technical and non-technical stakeholders alike.

Desirable Attributes:

• High attention to detail with the ability to manage multiple priorities under pressure.
• Commitment to continuous professional development and keeping up to date with industry trends.
• Able to foster a team culture of collaboration, multitasking, and focus on business objectives.