IT Team Leader

Lead day-to-day service delivery, coordinate the technical team, and maintain high standards across support, projects, documentation, and client communication.

What success looks like

• A well-run support function
• Clear ticket ownership
• Strong customer updates
• Consistent technical standards
• A team that can deliver confidently and efficiently

Reporting line

You will work closely with company leadership and act as the senior day-to-day lead for the technical team.

Role overview

As IT Team Leader, you will be responsible for the day-to-day leadership of Hive's technical support function, ensuring our clients receive a responsive, professional, and consistent service. This is a hands-on leadership role. You will still be involved in technical troubleshooting, projects, and solution delivery, while setting standards, supporting the team, improving processes, and keeping service delivery moving in the right direction.

We are looking for an IT Team Leader who can combine strong technical judgement with operational leadership. This role is suited to someone who enjoys improving standards, keeping the team aligned, and taking ownership of both service quality and customer experience.

Service leadership and team coordination

• Lead the day-to-day activities of the technical team, ensuring work is prioritised, assigned, and progressed effectively.
• Oversee the support queue in Autotask PSA, maintaining clear ownership, appropriate prioritisation, and consistent ticket progression.
• Run or support daily operational check-ins to align priorities, identify blockers, and coordinate team workload.
• Monitor service quality and help ensure tickets, notes, communication, and time entries meet agreed internal standards.
• Support resource planning across reactive support, scheduled work, onsite visits, and project activity.

Client service and communication

• Maintain a high standard of customer communication, ensuring clients are kept informed, expectations are managed, and updates are clear and professional.
• Take ownership of complex or sensitive issues through to resolution, particularly where confidence, urgency, or commercial awareness is required.
• Build trusted working relationships with clients and represent Hive professionally during support interactions, reviews, and technical discussions.
• Escalate service risks, recurring issues, or client concerns to management promptly and constructively.

Technical delivery and escalation

• Provide advanced troubleshooting across Microsoft 365, Windows environments, networking, security tooling, cloud platforms, and line-of-business systems.
• Support the design, provisioning, and deployment of new services, infrastructure changes, and client improvements.
• Oversee or contribute to onboarding, migrations, and repeatable technical projects to ensure they are delivered cleanly and consistently.
• Review recurring technical issues and recommend changes that improve resilience, security, and long-term service quality.

People development and standards

• Mentor and support junior engineers, helping them improve their technical capability, ownership, and communication skills.
• Promote a culture of accountability, professionalism, knowledge sharing, and continuous improvement.
• Identify skills gaps, training needs, and process weaknesses within the team, then help address them.
• Lead by example in documentation quality, troubleshooting method, customer care, and technical standards.

Process, documentation, and improvement

• Drive consistency across ticket handling, triage, escalation, handover, and closure processes.
• Ensure documentation remains accurate, useful, and up to date across internal systems and client records.
• Help develop and refine templates, checklists, and workflows that improve operational efficiency and support repeatable delivery.
• Work with leadership to improve reporting, service visibility, team performance, and the overall maturity of Hive's managed service operation.

Technical background we are looking for

• Strong experience in a senior IT support, technical lead, or team leader role, ideally within an MSP environment.
• Broad knowledge of Microsoft 365 administration, including Exchange, Teams, SharePoint, OneDrive, Entra ID, and user/device security controls.
• Solid experience with Windows desktop and server environments, endpoint support, identity, permissions, and core infrastructure troubleshooting.
• Good networking knowledge covering firewalls, switches, VLANs, DNS, DHCP, VPNs, WAN and LAN connectivity, wireless, and remote access technologies.
• Practical familiarity with platforms and tools commonly used in MSP delivery, such as ticketing systems, remote management tools, documentation platforms, and vendor portals.
• Confidence working with cyber security controls and best practice, including endpoint protection, MFA, access control, patching, backup awareness, and risk reduction.
• Comfortable delivering both reactive support and planned project work in a structured and commercially aware way.

Personal attributes

• Organised, calm, and capable of making sound decisions under pressure.
• Clear communicator who can translate technical information into practical advice for users, clients, and colleagues.
• Confident in holding standards, giving direction, and following through on actions.
• Commercially aware and able to balance customer service, technical quality, and efficient use of time.
• Proactive in identifying problems early and taking ownership of improvements.

Qualifications and requirements

• A full UK driving licence is essential, as this role may involve site visits.
• Relevant experience is more important than a degree, although a qualification in IT, networking, or a related field would be beneficial.
• Useful certifications may include Microsoft, CompTIA, ITIL, or cyber security related accreditations.
• Previous MSP experience is strongly preferred.

Location and working pattern

This is primarily an office-based role at Hive's Salisbury headquarters, with some remote work and client site visits depending on operational requirements.

Salary and benefits

• Competitive salary, based on experience and fit for the role.
• 25 days holiday plus bank holidays, with an additional day off for your birthday.
• Enhanced holiday allowance after one year of service, up to 30 days.
• Early finish at 4:00 PM every Friday.
• Bonus scheme for new client referrals.
• Regular team socials, breakfast clubs, and company events.
• Professional development support, including time for learning during office hours.