At a Glance
- Tasks: Lead the IT support team and provide top-notch technical assistance to users.
- Company: Join Capital on Tap, a mission-driven company helping small businesses thrive.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with travel opportunities across multiple UK sites.
- Why this job: Make a real difference by supporting over 200,000 businesses worldwide.
- Qualifications: Experience in IT support leadership and excellent problem-solving skills required.
The predicted salary is between 36000 - 60000 € per year.
We’re Capital on Tap. Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.
The Role
We are looking to hire a skilled IT Support Team Lead to act as an escalation and focal point of our company IT desktop and application support function. You will work in conjunction with both the Head Of IT Security & Operations and the wider IT support team to provide day-to-day leadership for the IT support team in providing first class support to our users with hardware and software issues. You will be required to work across multiple sites, leading the team and assisting with user account and hardware setups, hardware installations, software upgrades, systems integrations, bespoke business application support and all user-facing IT-related issues.
To ensure success as an IT Support Team Lead, you should have prior experience in leading or as a senior member of an IT support function, have extensive knowledge of home and office systems, experience supporting bespoke business applications, excellent problem-solving skills and high-level interpersonal skills. A top-class support engineer who can lead by example.
Responsibilities
- Oversee the day-to-day operations of the IT support team.
- Act as a senior support engineer and extension of the support team.
- Provide direct supervision to the team including evaluations, 1-2-1’s, mentoring, and all other line management responsibilities.
- Be the point of contact for technical support escalations.
- Record and track SLA’s and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team.
- Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency.
- Provide expert assistance to our customer operations teams in relation to the company’s bespoke internal and customer facing applications.
- Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Providing training in computer operation and management to our end users.
- Take ownership of upskilling and training the other members of the IT Support function.
- Set up office equipment and assist with office and team relocations.
- Set up new equipment and accounts for new joiners to the business.
- Assist with the management and maintenance of user accounts across multiple platforms.
- Take ownership of managing and maintaining the asset register.
- Provide feedback on processes and help improve these using previous experience.
- Generate documentation on processes and procedures relating to business IT support.
- Be part of an on-call rota.
The role will lead a team across multiple offices. Whilst the primary location will be on-site in the London office, some travel to our other sites, especially Cardiff, Manchester and Brighton, will be required.
About you
- Proven work experience as an application, desktop or IT support engineer or support technician in a senior or lead capacity.
- Excellent communicator both oral and written.
- A ‘people person’, able to lead by example and gain support and trust of your team and senior stakeholders.
- Ability to act as a technical escalation point for an IT support function.
- Able to lead by example as an extension of the support team as well as giving direction, feedback and mentoring to the team.
- Ability to communicate processes and procedures clearly and accurately, verbally and in writing.
- Experience of delivering a high level of customer service.
- Knowledge of popular operating systems, software applications, and remote connection systems:
- Microsoft Windows 10/11
- Azure Active Directory
- Google Workspace
- Slack
- Jira
- Office 365
- Intune
- Autopilot
- Mac OS
- Bespoke Application support
- Data administration
- Demonstrable knowledge of structured query language (SQL).
- Experience with OS patching upgrade management.
- Appreciation of working within IT Security frameworks such as ISO27001, NIST.
- Advanced knowledge of computer hardware systems (Dell laptop and desktops preferred).
- Ability to solve complex hardware and software issues.
- Ability to travel and work after hours when necessary.
- Be part of an on-call rota covering out of hours support.
- Excellent interpersonal skills.
- Good written and verbal communication skills.
- Microsoft or IT-related certifications (ITIL, CompTIA, etc) preferred.
IT Support Team Lead (Hiring Immediately) in London employer: Capital on Tap
At Capital on Tap, we pride ourselves on fostering a dynamic and inclusive work environment that empowers our employees to thrive. As an IT Support Team Lead, you will not only lead a talented team but also have access to continuous professional development opportunities, ensuring your skills remain sharp in the ever-evolving tech landscape. With our commitment to supporting small businesses and a culture that values collaboration and innovation, you'll find meaningful work that makes a real difference.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Team Lead (Hiring Immediately) in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the IT industry. Attend meetups, webinars, or even just grab a coffee with someone who works at Capital on Tap. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, be ready to discuss your past experiences and how they relate to the IT Support Team Lead role. Use specific examples to demonstrate your problem-solving abilities and leadership skills.
✨Tip Number 3
Don’t forget to follow up! After any interview or networking event, shoot a quick thank-you email to express your appreciation. It keeps you fresh in their minds and shows that you’re genuinely interested in the position.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from our site. It shows initiative and gives you a better chance of standing out. Plus, you’ll get all the latest updates on the hiring process!
We think you need these skills to ace IT Support Team Lead (Hiring Immediately) in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Team Lead role. Highlight your experience in leading IT support teams and any specific skills that match the job description, like troubleshooting or managing user accounts.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Mention your leadership style and how you can contribute to the team’s success at Capital on Tap.
Show Off Your Communication Skills:Since this role requires excellent communication, make sure your application reflects that. Use clear and concise language, and don’t forget to proofread for any typos or errors!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Capital on Tap
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the operating systems and software applications mentioned in the job description. Be ready to discuss your experience with Microsoft Windows, Google Workspace, and any bespoke applications you've supported. This will show that you're not just familiar with the tech but can also lead a team effectively.
✨Show Off Your Leadership Skills
Prepare examples of how you've led a team or mentored others in previous roles. Think about specific situations where you provided support or guidance, and be ready to share these stories. Capital on Tap is looking for someone who can inspire and manage a team, so demonstrate your leadership style.
✨Communicate Clearly
Since this role involves a lot of communication, practice explaining complex technical issues in simple terms. You might be asked to describe how you'd handle a user support request, so think about how you would break down the problem and solution for someone who isn't tech-savvy.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Prepare for questions like how you would handle a critical hardware failure or a software issue affecting multiple users. Think through your approach to troubleshooting and how you would keep the team informed during the process.
