At a Glance
- Tasks: Lead a team of tech wizards to solve IT issues and enhance service quality.
- Company: Established managed service provider focused on high-performance IT solutions.
- Benefits: Competitive salary, generous holiday, pension matching, and professional development opportunities.
- Other info: Flexible 24/7 shift pattern with excellent career growth potential.
- Why this job: Join a collaborative environment where your leadership can shine and make a real impact.
- Qualifications: 2+ years in IT support leadership with strong communication and problem-solving skills.
The predicted salary is between 35000 - 37000 £ per year.
About the Client
Our client is an established managed service provider committed to delivering robust, high-performance IT solutions and security-focused support. Grounded in continuous improvement and excellent service standards, they foster a collaborative workplace where technical growth, quality assurance, and candidate development are highly valued.
Key Responsibilities
- Team Leadership & Supervision
- Lead and coordinate a team of service desk technicians to ensure incidents and service requests are logged, prioritised, and resolved promptly.
- Provide ongoing mentorship, guidance, and training to junior team members.
- Act as the primary escalation point for high-priority or complex technical issues.
- Ensure adherence to established Service Level Agreements (SLAs) and internal ticketing procedures.
- Service Desk Operations
- Oversee multi-channel support (phone, email, ticketing systems), ensuring accurate incident categorisation and tracking.
- Maintain alignment with IT service management best practices and ITIL guidelines.
- Conduct regular quality assurance checks on support tickets and maintain standard knowledge base articles.
- Monitor system alerts and maintain strict adherence to organisational security policies and principles.
- Communication & Continuous Improvement
- Keep end-users informed on incident progress while maintaining high customer satisfaction standards.
- Generate detailed shift reports highlighting performance metrics, recurring trends, and major incidents.
- Identify process enhancement opportunities and keep abreast of emerging technologies and industry trends.
Required Skills and Experience
- At least two years of experience supervising or leading an IT support team.
- Proven background in technical support or helpdesk environments, ideally within a Managed Service Provider (MSP) setting.
- Strong familiarity with modern ticketing systems, helpdesk software, and core IT infrastructure tools.
- Excellent communication skills, with the ability to translate technical detail to non-technical end-users.
- Demonstrated problem-solving capabilities under pressure, alongside strong time-management skills.
- High customer service orientation with a dedication to maintaining secure, compliant operations.
Shift Requirements
This role requires the ability to work in a 24/7/365 rotational shift pattern, including nights, weekends, and public holidays. Flexibility and a positive attitude are essential for success in this role.
What can they offer in return?
In addition to a competitive salary the business also offers the following benefits:
- Salary of £35,000 - £37,000
- Up to 24 days holiday plus bank holidays.
- Extra leave rewarded at 2 and 5 years of service, plus long service holiday awards.
- Pension matched up to 10%.
- Cycle to Work scheme.
- Company bonus schemes.
- Professional development resources including work shadowing, QA Instructor-led and online courses, and Boot.dev online courses.
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