Working pattern: Office based with flexibility
The Opportunity
A fast growing, technology driven organisation within the financial services sector is looking to appoint an IT Team Lead to manage and develop its 1st and 2nd line IT support function.
This is a key leadership role, responsible for ensuring a high quality, customer focused IT service while remaining hands on with escalations and complex technical issues. You will lead a small team of IT Technicians, setting standards, managing workloads, and acting as the bridge between the service desk and the wider IT function.
The role suits someone who enjoys combining people leadership with technical delivery, and who wants to play a visible part in a growing business.
The Role
As IT Team Lead, you will take ownership of day to day service desk operations and team performance, while remaining technically involved where needed.
Key responsibilities include:
Team Leadership and Development
- Line management of 1st and 2nd line IT support staff
- Workload allocation, ticket prioritisation, and shift planning
- Acting as the main escalation point for complex technical issues
- Coaching, mentoring, and developing team members
- Supporting apprentice and junior technician development
- Promoting a positive, professional, customer focused team culture
Service Desk and Operations
- Ownership of incident, request, and problem resolution
- Ensuring SLAs are met and service quality remains high
- Producing and reviewing service desk metrics and trends
- Maintaining clear documentation, processes, and knowledge articles
- Acting as the main point of contact between IT and the wider business
Technical Oversight and Escalation
- Oversight and hands on support across 1st and 2nd line environments, including:
- Windows 10 and 11, macOS, mobile devices
- Laptop builds, deployments, and hardware lifecycle management
- Windows Server, Group Policy, Exchange, VMware
- VPN access, MFA, endpoint security tools
- Telephony platforms such as 8x8, Teams, or similar
- Supporting meeting room AV and collaboration technology
- Liaising with third party suppliers and service providers
Projects and Continuous Improvement
- Supporting office moves, new site setups, and onboarding cycles
- Contributing to infrastructure upgrades and service improvements
- Identifying opportunities to streamline processes and improve efficiency
- Working closely with senior IT colleagues on technical initiatives
Skills and Experience
- Experience leading or supervising an IT support or service desk team
- Strong technical background across Microsoft 365 and Active Directory
- Solid understanding of Windows Server, networking fundamentals, and virtualisation
- Confidence handling escalations and complex support issues
- Strong communication skills with technical and non technical users
- Ability to prioritise, delegate, and remain calm under pressure
- Experience in a regulated or high growth environment
- Familiarity with ITIL principles and service management
- Experience with telephony platforms
- PowerShell or automation exposure
- Full UK driving licence
Personal Attributes
- Approachable, professional, and people focused
- Organised, proactive, and solutions driven
- Comfortable leading from the front
- Enjoys developing others and improving how things are done
Why Apply
- Opportunity to lead a core IT function within a growing organisation
- Balance of leadership and hands on technical work
- Modern Microsoft focused environment
- Scope to shape processes, standards, and team development
