IT Support Team Leader

Requirements

• We require strong time management and prioritisation skills.
• We require the ability to manage multiple tasks and competing priorities.
• We require attention to detail when monitoring ticket queues and SLAs.
• We require experience managing workloads and prioritising tasks.
• We require the ability to make decisions and solve problems effectively.
• We require confidence in handling escalations and difficult situations.
• We require excellent verbal and written communication skills when dealing with colleagues, suppliers, external support companies, and end users of varying technical ability.
• We require experience in customer service and technical support environments.
• We require the ability to work as part of a team and independently.
• We require the ability to work under pressure and meet deadlines.
• We require strong technical and analytical skills.
• We require great diagnostic and problem‑solving skills.
• We require a thorough and organised approach with strong attention to detail.
• We require a friendly and professional telephone manner.
• We require practical experience of Microsoft desktop operating systems, Microsoft server operating systems, and Microsoft 365 Cloud services.
• We require proficiency in hardware support and configuration of PCs, laptops, servers, printers, scanners, routers, wireless communication devices, and network switches.
• We require a willingness to learn and develop.
• We require a proactive attitude.
• We require a full UK driving licence, access to our own vehicle, and business‑use insurance for travel to customer sites.
• We require 3 years of IT technical experience.
• We require that you are able to work in person.
• We prefer strong coaching and mentoring skills.

Responsibilities

• We act as the main point of contact for ticket escalations and help resolve issues when additional support is needed.
• We manage the day‑to‑day running of the Helpdesk to ensure a smooth and efficient support service.
• We make sure there are enough team members available to handle workloads and meet customer demands.
• We monitor ticket queues and workloads to ensure issues are dealt with promptly.
• We support the Service Desk team with guidance on complex or high‑priority tickets.
• We help prevent SLA breaches by identifying and escalating issues early.
• We keep customers updated on important incidents and service issues.
• We log and process support calls in line with our company policy.
• We resolve client issues efficiently and in a timely manner, meeting all SLAs.
• We proactively monitor systems and action issues as required.
• We monitor new and unassigned tickets and elevate if issues arise.
• We carry out support service checks and technical administrative tasks, including managing user accounts and access rights, checking antivirus and Windows updates, monitoring backups, administering Microsoft 365 tenants, and documenting systems and client details.
• We ensure our services are effectively delivered into commercial and educational sectors.
• We research and document new fixes to help others resolve similar issues quickly.
• We communicate with clients in a friendly, professional, jargon‑free manner.
• We take ownership of escalated issues that cannot be resolved within our Service Level Agreements.
• We carry out on‑site visits to client sites to provide support when required.
• We deliver internal projects to improve information accuracy, service delivery effectiveness, and internal training.
• We identify common issues reported to the Support Team, investigate resolution options, and implement fixes.
• We create training materials for clients to support common tasks and reduce support calls.
• We cover for the Service Delivery Manager when required.
• We identify training needs and potential training methods for personal development.
• We contribute to team effectiveness through knowledge sharing and areas of expertise.
• We handle clients professionally over the phone and in person.
• We work in a tidy manner to help maintain a pleasant office environment.
• We have a direct input and influence on the future development of our company.
• We advise our line manager of health and safety issues and implement safe working practices.
• We keep up to date with new technology and advise and recommend where appropriate.
• We ensure all elements are accurately recorded in jobs so anyone can understand the current situation and feedback to customers if required.
• We ensure our own and shared emails are regularly actioned and filed appropriately.
• We work with colleagues, clients, and suppliers in a friendly and professional manner.
• We delight our clients through excellent customer service and a positive can‑do attitude.
• Technologies
• Cloud
• Hardware
• Support
• Microsoft 365
• Network
• Windows
• Office 365
• More

We are looking for a highly motivated person to join and help oversee our Support Team.

This is an in‑person role based at our office, with customer site visits required when needed.

We offer a salary of £30,000 to £34,000 per year, along with a company pension and free parking.

We support commercial and educational sectors and pride ourselves on maintaining an excellent reputation through high‑quality service delivery, strong customer service, and continuous improvement.

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