Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and mentor a team of support engineers while driving service improvements.
- Company: Dynamic Managed Service Provider in Birmingham with a focus on innovation.
- Benefits: 20 days holiday, birthday leave, ongoing training, and career development.
- Why this job: Make a real impact by enhancing service delivery and leading a passionate team.
- Qualifications: Proven experience in technical support leadership and strong ITIL knowledge.
- Other info: Hybrid working model with excellent growth opportunities in a collaborative environment.
The predicted salary is between 36000 - 60000 £ per year.
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
- 20 days holiday + bank holidays + Christmas shutdown (increasing with service)
- Additional birthday leave
- 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 Lead in Birmingham employer: Applause IT Recruitment
Contact Detail:
Applause IT Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Team Lead in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical support leadership. We recommend role-playing with a friend or using mock interview platforms to boost your confidence.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've improved service delivery or led a team. Use metrics and outcomes to demonstrate your impact – numbers 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 Lead in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Technical Support Team Leader. Highlight your experience in managing support teams and improving service delivery processes, as this is what we’re really looking for!
Showcase Your Leadership Skills: In your application, don’t forget to mention specific examples of how you’ve led and developed teams in the past. We want to see how you’ve driven performance through KPIs and SLAs, so share those success stories!
Demonstrate Your Technical Knowledge: We love a candidate who knows their stuff! Make sure to include any hands-on technical knowledge you have across Microsoft technologies and networking. This will show us you’re not just a leader, but also technically savvy.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Applause IT Recruitment
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. This role is all about service desk operations, so being able to discuss how you've applied ITIL frameworks in past roles will show you're the right fit.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in previous positions. Think about specific situations where you improved performance through KPIs or training plans, as this will demonstrate your capability to manage a team effectively.
✨Familiarise Yourself with ConnectWise
If you have experience with PSA tools like ConnectWise, be ready to discuss it. If not, do some research on how it works and how it can improve service delivery. Showing that you understand the tools they'll use will give you an edge.
✨Communicate Clearly and Confidently
This role requires excellent communication skills, so practice articulating your thoughts clearly. Be prepared to explain complex technical issues in simple terms, as you'll need to liaise with both engineers and board members.
