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- Tasks: Lead a dynamic IT team, ensuring top-notch support for nearly 1000 users across multiple sites.
- Company: Join a forward-thinking company focused on innovative IT solutions and user satisfaction.
- Benefits: Enjoy competitive pay, career growth, and a collaborative work environment.
- Other info: Work in a vibrant location with opportunities to collaborate globally and develop your career.
- Why this job: Make a real impact by enhancing user experiences and driving continuous improvement in IT services.
- Qualifications: Proven leadership in IT support, strong technical skills, and excellent communication abilities.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for an IT Team Leader to join our IT team on a permanent basis. You will support in shaping how our UK&I workforce experiences desktop and end‑user support services. The team, consisting of you and two IT Support Engineers, supports just under 1000 desktop-enabled users based across multiple sites. Your focus will be on delivering high-quality, customer-focused support and driving operational excellence, service resilience, and continuous improvement across the IT estate. Success in this role requires a blend of technical and service experience, with collaboration across group teams predominantly based in Germany.
How You Will Make An Impact
- Lead and manage our existing IT Support Engineers.
- Oversee day‑to‑day management of the local IT helpdesk queue.
- Own the escalation and resolution of technical & service issues, ensuring effective communication and minimal business disruption.
- Drive continuous improvement by analysing service desk data, identifying trends, and implementing enhancements to tools, processes, and knowledge management.
- Ensure local UK&I IT Services activities align with group and local governance, compliance obligations, and risk controls.
- Collaborate with group IT functions and UK&I Digital Teams to support service transitions, technology deployments, and project deliverables.
- Maintain strong awareness of end‑user technologies, platforms, and best practices to support decision‑making across desktop and mobility services.
- Promote a customer‑centric approach, ensuring user satisfaction, transparency, and responsiveness in all UK&I IT interactions.
- Create and maintain a high-quality knowledge base and documentation library to support local IT knowledge, reduce single point of failures and self‑service initiatives.
- Report service performance, financials, risks, and operational insights clearly and proactively to IT leadership and stakeholders.
What You Will Bring
- Proven experience leading desktop/support teams in a multi–site environment.
- Technical, hands‑on experience in an end user compute environment.
- Deep understanding of end‑user technologies, device management, troubleshooting, and support best practices.
- Effective stakeholder engagement and communication skills across all organisational levels.
- Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity.
- Experience with ITIL‑based service management and operational governance.
- Experience with networking capabilities and Azure services.
- Professional certification in IT Service Management (ITIL, SDI) or equivalent.
- Experience working with global or multi‑site teams.
- Familiarity with modern endpoint management platforms such as Intune, or equivalent.
- Experience with ITSM platforms such as ServiceNow, Ivanti for workflow, routing, and reporting.
- Understanding of IT operations, security, compliance, and continuous improvement frameworks.
Location Address: 55-57 Quayside, Newcastle, NE1 3DE, United Kingdom
IT Team Leader employer: Kaeferltd
Contact Detail:
Kaeferltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field, especially those who might know about openings or can give you a heads-up on what the hiring managers are looking for. Don't be shy; a simple message can open doors!
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to IT support and team leadership. Think about how you would handle specific challenges, like managing escalations or improving service delivery. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your technical skills during interviews! Be ready to discuss your hands-on experience with end-user technologies and any relevant tools you've used. This is your chance to demonstrate that you’re not just a leader but also a tech-savvy problem solver.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s get you on board!
We think you need these skills to ace IT Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the IT Team Leader role. Highlight your experience in leading desktop/support teams and any relevant technical skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Don’t forget to mention your experience with multi-site environments and customer-focused support.
Showcase Your Technical Skills: We’re looking for someone with hands-on experience in end-user technologies. Be sure to include specific examples of your troubleshooting and device management skills. This will help us see your fit for the role!
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. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Kaeferltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around end-user technologies and device management. Be ready to discuss your hands-on experience and how you've tackled troubleshooting in a multi-site environment.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past. Highlight your experience managing IT support engineers and how you've driven operational excellence. Think about specific situations where you resolved escalations or improved service delivery.
✨Understand the Customer-Centric Approach
Be ready to talk about how you promote user satisfaction and transparency in IT interactions. Share instances where you've implemented feedback mechanisms or improved communication with end-users to enhance their experience.
✨Familiarise Yourself with ITIL and Governance
Since this role involves ITIL-based service management, make sure you can discuss your understanding of ITIL principles and how they apply to operational governance. Prepare to explain how you've used these frameworks to drive continuous improvement in your previous roles.