IT Support Team Leader

Your new company is a well-established further education college based in the coastal town of Barrow-in-Furness in the North West of England, with a strong reputation for serving its local community and supporting regional skills development. The college offers a broad curriculum spanning vocational, technical, and academic pathways, working closely with local employers to ensure provision aligns with workforce needs. It plays a key role in supporting progression into employment, apprenticeships, and higher education, particularly in sectors linked to engineering, construction, and emerging industries. With a clear focus on inclusion, the organisation is committed to providing high-quality education and opportunities for learners from a wide range of backgrounds. It has invested in its facilities and digital infrastructure in recent years and continues to evolve its approach to teaching, learning, and student experience. As part of its ongoing development, the college is strengthening its leadership and strategic capability to ensure it remains responsive, innovative, and well-positioned for future growth.

Your new role involves reporting to the IT Service Delivery Manager, leading a team of 7 IT specialists providing a high level of IT support to end users across campus. You will manage the 1st and 2nd line IT support function across the Furness campuses, ensuring resources are effectively deployed to meet business needs and deliver a high-quality, responsive service. You will oversee day-to-day operations, ensuring planned deliverables are achieved, while also acting as the first point of escalation for more complex end-user support issues. A key focus of the role is maintaining excellent service standards, which includes ensuring service KPIs around availability, responsiveness, and customer satisfaction are consistently met, with proactive action taken to address any risks.

You will drive timely and effective fault diagnosis and resolution of incidents, problems, and service requests, ensuring clear ticket progression, strong communication with users, and appropriate escalation to third-line teams where required. You will also play an active role in developing the capability of the team, including mentoring junior colleagues and supporting continuous professional development. Alongside this, you will ensure that processes and procedures are well documented, maintained, and consistently followed, contributing to operational reporting and the ongoing improvement of service delivery, which also includes maintaining accurate asset management practices and contributing to both user-facing and internal IT knowledge bases. The role will support wider IT service delivery by assisting in implementing operational efficiencies, ensuring appropriate stock levels of devices and equipment are maintained, and responding effectively to cybersecurity incidents. A commitment to continuous improvement, both personally and across the function, will be essential to ensure the IT service remains modern, efficient, and aligned to organisational needs.

What you'll need to succeed: In order to be successful, you will have IT support experience where you have provided both 1st and 2nd line support, ideally mentoring more junior members of staff and handling any escalated issues, with experience in the education sector also being beneficial. From a technical perspective, you will have a strong knowledge of Microsoft 365, and Windows 10/11. You will have a proactive approach, be a collaborative team player and be keen to join an organisation where you will be fully supported and have the opportunity for further development. This is an exciting opportunity for a skilled IT professional to move into a role leading a team of specialists.

What you'll get in return: In return, you will be paid a competitive salary of between £31,000 and £34,000, joining a team of just under 40 IT professionals who will all support you upon joining the organisation. You will also receive a local government pension scheme, as well as an attractive benefits package which includes a generous holiday entitlement and access to various health and lifestyle discounts and benefits.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.