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- Tasks: Lead and mentor a team of support engineers while enhancing service efficiency.
- Company: Dynamic Managed Service Provider in Birmingham with a focus on innovation.
- Benefits: Competitive salary, healthcare, generous holiday, and ongoing training opportunities.
- Why this job: Make a real impact by driving service improvements and leading a passionate team.
- Qualifications: Proven leadership experience in technical support and strong ITIL knowledge.
- Other info: Hybrid working model with excellent career growth potential.
A growing Managed Service Provider (MSP) based in Birmingham is seeking a proven Technical Support Team Leader to take ownership of their Service Desk function. This is a key leadership role with responsibility for leading and developing a team of 10 support engineers, improving service efficiency, and delivering high-quality technical support to a wide range of SME clients.
As Technical Support Team Leader, you will report directly to the Technical Director and act as the key escalation point for the Service Desk. You will drive service improvements, assign and manage ticket flow, lead 121s, build training and development plans, and introduce new efficiencies using tools like ConnectWise and AI-based automation. You will also liaise closely with the Project Engineering team to maintain alignment across onsite and remote support services.
Key Responsibilities- Lead, mentor and manage a team of Technical Support Desk Engineers
- Drive performance through KPIs, SLAs, training plans, and regular reviews
- Act as a technical and service escalation point for major issues and complex tickets
- Assign tickets and ensure timely resolution and client communication
- Implement service improvements through AI, automation, and process optimisation
- Contribute to strategic planning and performance reporting at board level
- Build a positive and accountable team culture aligned with ITIL frameworks
- Maintain strong working relationships with internal project teams and customers
- Proven experience as a Technical Support Team Leader, ideally within an MSP
- Strong understanding of ITIL principles and service desk operations
- Experience managing support teams and improving service delivery processes
- Familiarity with PSA tools such as ConnectWise Manage (or similar)
- Excellent organisational and communication skills - able to speak with engineers and board members alike
- Hands-on technical knowledge across Microsoft technologies, networking, and support environments is beneficial
- Full UK driving licence required
Monday to Friday, 8:30am - 5:30pm
Hybrid model: Home working on Monday and Friday; office-based Tuesday to Thursday
£40,000 - £50,000 depending on experience
Westfield Healthcare plan
20 days holiday + bank holidays + Christmas shutdown (increasing with service)
Additional birthday leave
Employer pension scheme
Ongoing training and career development plans
If you are a tried and tested leader of a Service Desk with a passion for continuous improvement and a background in IT or MSP environments, click APPLY NOW to be considered.
Technical Support Team Leader - ITIL, Service Desk Management in Birmingham employer: Applause IT Recruitment Ltd
Contact Detail:
Applause IT Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Leader - ITIL, Service Desk Management in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in MSPs or have experience with ITIL. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to team leadership and service desk management. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your achievements! When discussing your experience, focus on specific examples where you improved service delivery or led a successful project. Numbers and results speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Technical Support Team Leader - ITIL, Service Desk Management in Birmingham
Some tips for your application 🫡
Read the Job Description Thoroughly: Before you start your application, make sure to read the job description from top to bottom. It’s packed with details about what we’re looking for, and understanding these will help you tailor your application to show us why you’re the perfect fit.
Showcase Your Leadership Skills: As a Technical Support Team Leader, we want to see your leadership experience shine through. Highlight specific examples of how you've led teams, improved service delivery, or implemented new processes in your previous roles. This is your chance to show us what you can bring to the table!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your experience and skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Applause IT Recruitment Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Be ready to discuss how you've applied these frameworks in previous roles, especially in managing service desk operations. This will show that you understand the core of what the company values.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Think about specific situations where you improved performance through KPIs or training plans. This will demonstrate your capability as a Technical Support Team Leader and your ability to foster a positive team culture.
✨Familiarise Yourself with Tools
Since the role involves using tools like ConnectWise, it’s a good idea to get familiar with them if you haven’t already. Mention any similar tools you’ve used and how they helped improve service delivery. This shows you're proactive and ready to hit the ground running.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific technical issues or team dynamics. Think through potential scenarios related to ticket management and escalations. Practising your responses will help you articulate your thought process clearly during the interview.
