At a Glance
- Tasks: Lead and support a dynamic service desk team while ensuring top-notch customer satisfaction.
- Company: Join a leading Managed Services organisation with a focus on innovation and teamwork.
- Benefits: Enjoy a wellness budget, personal development funds, 21 days PTO, and a pension plan.
- Other info: Opportunity for growth in a fast-paced environment with occasional travel.
- Why this job: Make a real impact by guiding a talented team and enhancing customer experiences.
- Qualifications: Experience in managing a technical support team and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Enso Recruitment is proud to be working with a leading Managed Services organisation who are expanding their on‑site support leadership capability. They are now seeking an IT Technical Team Lead to guide and support a dedicated service desk team, based primarily on‑site with a key customer in Newry, with occasional visits to a second customer site in Antrim. This is a hands‑on role blending people leadership, service delivery ownership and strong mid‑level technical capability across Microsoft and core infrastructure.
The Opportunity
You’ll lead a customer‑facing support team, ensuring high service standards, strong customer satisfaction, and consistent performance against SLAs. You’ll act as the key escalation point for complex issues, support day‑to‑day operations, and help drive continuous improvement across processes, reporting, and delivery.
Key Responsibilities
- Leadership & People Management
- Lead, motivate, and develop a technical support team across varying experience levels
- Set expectations, monitor KPIs, provide feedback, and support performance reviews
- Coach and mentor team members, supporting skill development and progression
- Run daily team stand‑ups and communicate updates clearly to stakeholders
- Promote best practice across system builds, patching, documentation, and maintenance
- Provide technical guidance and explain solutions clearly to end users and stakeholders
- Service Delivery & Customer Management
- Ensure SLA and KPI targets are consistently met or exceeded
- Act as an escalation point for complex incidents, balancing technical resolution and customer communication
- Attend customer meetings (on‑site and remote) and manage expectations professionally
- Collaborate with wider internal teams to ensure a smooth client experience
- Operational & Reporting
- Schedule and prioritise workloads, ensuring effective coverage for incidents and service requests
- Monitor ticket queues, escalation routes, and service desk metrics
- Drive process improvements to increase efficiency and quality
- Oversee customer reporting (including RCA outputs where required)
- Maintain accurate documentation and operational reporting for leadership review
About You
- Proven experience leading or managing a service desk / technical support team (MSP or IT services environment preferred)
- Strong people leadership skills with the ability to build a positive, customer‑focused culture
- Strong organisational skills and operational discipline (queues, priorities, SLAs, reporting)
- Solid technical knowledge across: Windows Server & Active Directory, Microsoft 365 / Azure AD, Networking fundamentals (VLANs, firewalls, routing), Virtualisation (VMware / Hyper‑V), Backup & disaster recovery concepts
- Excellent communication skills (written and verbal)
- Full driving licence (due to occasional travel between sites)
Wellness Budget
Great Personal Development Budget
21 Days PTO + Stat Days
Pension
To find out more about this opportunity, hit Apply or reach out to a member of the Enso Recruitment team today!
IT Technical Team Lead in Newry employer: Enso Recruitment
Enso Recruitment is an exceptional employer, offering a dynamic work environment where you can lead a dedicated service desk team in Newry while enjoying the benefits of a supportive culture that prioritises employee growth and development. With a strong focus on continuous improvement, competitive wellness and personal development budgets, and a commitment to high service standards, this role provides a unique opportunity to make a meaningful impact while advancing your career in IT leadership.
StudySmarter Expert Advice🤫
We think this is how you could land IT Technical Team Lead in Newry
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might know about opportunities at managed services organisations. A friendly chat can sometimes lead to a referral, which is often the golden ticket to landing that interview.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and leadership experience. Be ready to share specific examples of how you've led teams and tackled complex issues. We want you to shine and show them you're the perfect fit for their service desk team!
✨Tip Number 3
Don’t forget to research the company culture and values. When you know what they stand for, you can tailor your responses to show how you align with their mission. This will help you connect with the interviewers and demonstrate that you’re not just looking for any job, but the right one.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining their team. Let’s get you that IT Technical Team Lead position!
We think you need these skills to ace IT Technical Team Lead in Newry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and technical knowledge, especially around Microsoft and core infrastructure.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the IT Technical Team Lead role. Share specific examples of how you've led teams and improved service delivery in the past.
Showcase Your Communication Skills:Since excellent communication is key for this role, ensure your application is clear and concise. Use straightforward language and structure your thoughts logically to demonstrate your ability to communicate effectively.
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 during the process.
How to prepare for a job interview at Enso Recruitment
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows Server, Active Directory, and Microsoft 365. Be ready to discuss how you've used these technologies in past roles, as well as any challenges you've faced and how you overcame them.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team in the past. Think about specific situations where you motivated your team, handled conflicts, or improved performance. This will demonstrate your ability to build a positive, customer-focused culture.
✨Understand Service Delivery Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. Be ready to discuss how you've met or exceeded these in previous positions, and how you plan to ensure high service standards in this new role.
✨Practice Clear Communication
Since you'll be acting as an escalation point for complex issues, practice explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with communicating effectively with both technical and non-technical stakeholders.
