At a Glance
- Tasks: Lead a dynamic service desk, mentor junior analysts, and tackle complex technical issues.
- Company: Ambitious IT services business with a collaborative culture.
- Benefits: Competitive salary, hybrid working, and excellent career progression opportunities.
- Other info: Join a team that values growth, accountability, and collaboration.
- Why this job: Step into a leadership role while staying hands-on with technology.
- Qualifications: Experience in MSP environments and strong technical knowledge required.
The predicted salary is between 40000 - 45000 € per year.
£40,000 - £45,000 + Hybrid Working + Excellent Benefits
If you're building your career within an MSP environment and enjoy the fast-paced, varied nature of supporting multiple clients, this is an opportunity to take the next step into a genuine leadership role within a growing, ambitious IT services business. This is not a role where you'll be stuck purely firefighting tickets. Instead, you'll play a central role in shaping how the service desk operates, mentoring a small team, improving processes and acting as the senior escalation point for more complex technical issues. You'll still be hands-on, but with real influence over how things are done. Working within a collaborative and forward-thinking business, you'll benefit from a clear progression path toward IT Service Management, with exposure to service performance, reporting and continuous improvement initiatives from day one.
Key Responsibilities- Lead the day-to-day operations of the service desk, ensuring tickets are effectively triaged, assigned and resolved within SLA
- Act as the senior escalation point for complex technical issues across client environments
- Mentor and develop junior analysts through coaching, training and regular 1-2-1s
- Drive service improvements by analysing performance metrics and identifying trends
- Maintain high-quality documentation across tickets, knowledge base and processes
- Deliver a proactive, customer-first approach, ensuring consistently high levels of client satisfaction
- Remain hands-on with technical support across a wide range of technologies
- Support projects, on-site visits and wider business initiatives where required
- Proven experience within an MSP environment - essential
- IT support experience, including time in a senior or escalation role
- Strong technical knowledge across Windows, Microsoft 365, Windows Server, networking and endpoint management
- Experience mentoring or supporting junior team members would be desirable
- Confident communicator with excellent customer-facing skills
- Ability to manage workloads, prioritise effectively and take ownership of issues through to resolution
- Microsoft certifications (or working toward them) would be advantageous
This is an ideal opportunity for an ambitious IT Helpdesk professional with an MSP background who enjoys variety, thrives in a client-facing environment and wants to move into a more influential, leadership-focused position without losing the technical edge. You'll be joining a business that genuinely values its people, promotes accountability and collaboration and is committed to developing its team as it grows. If you're looking for a role where you can step up, make an impact and progress your career toward IT Service Management, we'd love to hear from you. Apply now!
Technical Support Analyst - Team Lead in Haslemere employer: MaxAd
Join a dynamic and ambitious IT services business that prioritises employee growth and collaboration. As a Technical Support Analyst - Team Lead, you'll not only lead a dedicated team but also have the opportunity to shape service desk operations while enjoying a hybrid working model and excellent benefits. With a clear progression path towards IT Service Management, this role offers a unique chance to make a meaningful impact in a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Analyst - Team Lead in Haslemere
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to technical support and leadership. We recommend doing mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! When you get the chance to interview, be ready to discuss specific examples of how you've mentored others or improved processes in your previous roles. This will highlight your leadership potential and hands-on experience.
✨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 are genuinely interested in joining our team and contributing to our collaborative culture.
We think you need these skills to ace Technical Support Analyst - Team Lead in Haslemere
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the job description. Highlight your MSP experience and any leadership roles you've had, as we want to see how you can contribute 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 makes you a perfect fit. Don’t forget to mention your hands-on technical support experience!
Showcase Your Technical Skills:We’re looking for someone with strong technical knowledge, so be sure to list relevant certifications and experiences. Mention specific technologies you’ve worked with, like Windows or Microsoft 365, to catch our eye.
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 from our team!
How to prepare for a job interview at MaxAd
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Windows, Microsoft 365, and networking. Be ready to discuss specific scenarios where you've solved complex issues, as this will show your hands-on experience and problem-solving skills.
✨Show Your Leadership Skills
Since this role involves mentoring junior analysts, think of examples where you've led a team or helped others grow. Prepare to talk about your coaching style and how you handle difficult situations, as this will demonstrate your readiness for a leadership position.
✨Understand the Company Culture
Research the company’s values and mission. Be prepared to discuss how your personal values align with theirs, especially around collaboration and accountability. This shows that you're not just looking for any job, but that you genuinely want to be part of their team.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of the interview. This could be about their approach to service improvements or how they support career progression. It shows your interest in the role and helps you gauge if it's the right fit for you.
