Lead IT Support Engineer in Stoke-on-Trent

Lead IT Support Engineer – up to 50K + 2x Overtime – Tamworth

An exciting new opportunity has become available for a Lead IT Support Engineer within a Microsoft Gold Partnered Managed Service Provider (MSP) in Tamworth.

We are looking for an enthusiastic, passionate Lead IT Support Engineer to join a forward‑thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months.

The role includes delivering high‑level technical support to a diverse client base, ensuring consistent service quality across multiple environments. Acting as the senior escalation point for complex issues and leading the support team of five in maintaining strong client relationships and meeting SLA commitments.

Lead IT Support Engineer Experience

• Lead a team of five IT Support Engineers, providing technical escalation support, coaching, and workload prioritisation.
• Managed escalated tickets, ensuring prompt resolution in line with client SLAs and contractual commitments.
• Oversaw onboarding and offboarding processes, device deployments, patching schedules, and infrastructure maintenance.
• Provided day‑to‑day leadership and direction to the IT support team, ensuring workloads were prioritised effectively and service levels were consistently met.
• Conducted regular 1:1s, performance reviews, and skills assessments to support team development and progression.
• Oversaw recruitment, onboarding, and training of new support engineers to maintain a high‑performing team.
• Ensured adherence to ITIL‑based processes, including incident, problem, and change management.
• Monitored team performance metrics, ticket queues, and SLA compliance, identifying areas for improvement and implementing corrective actions.
• Delivered advanced IT line support across a wide range of client infrastructures, including Microsoft 365, Azure, Windows Server, networking, and virtualisation platforms.

We are not expecting the Lead IT Support Engineer to have experience in all the above, just a strong basis of knowledge and passion to learn more!

You will be a self‑motivated Lead IT Support Engineer, a great communicator and have a natural desire to lead a team. The successful candidate should have strong problem‑solving abilities and organisational skills.

Apply now for immediate consideration for this Lead IT Support Engineer position or contact George Harvey at ITSS Recruitment for further details.

Company: ITSS Recruitment

Location: Stoke, Staffordshire