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- Tasks: Lead a small IT team while providing hands-on technical support.
- Company: Join a reputable client in the education sector with a strong staff retention record.
- Benefits: Enjoy personalised training, healthcare, and performance-related incentives like extra holidays.
- Why this job: This role offers genuine progression and the chance to learn new technologies in a supportive culture.
- Qualifications: Experience with Windows Server, Office 365, and networking is preferred but not essential.
- Other info: You'll need a vehicle to travel between three nearby education sites.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for an IT Support Team Lead (2nd Line) to work for our reputable client based in the Hayes area. As the IT Support Team Lead, you will be leading one other IT Technician and remaining hands-on. If you are looking for a role where you can learn new technologies and utilise your current skills, then this is certainly the role for you! This Lead IT Support Engineer role comes with genuine progression, my client is extremely interested in candidates looking to learn and progress. This is an On-Site role working for our client in the Education sector. The successful candidate will need a vehicle as they will be travelling to 3 different Education sites, all within a few miles of each other.
Primary responsibilities:
- Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix.
- Incident and problem management – taking over from 1st line engineers where escalation is required.
- Provide exceptional service support to internal and external customers.
- Provide solutions/workarounds to incidents and problems highlighting and escalating concerns over delivery to agreed customer SLA’s.
- Responsible for achieving agreed service levels at both team and individual level.
- Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels.
- Responsible for direct management of a 1st Line Technician including; identification of skills gaps, creation of skills matrices, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance.
- Responsible for performance management of a team, regular score check-ins, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations.
Technical experience required: (not all essential)
- Windows Server
- Office 365
- Networking
- Active Directory
- Firewalls
- Switches
- Cloud and Virtualization
Some highlights of working with my client:
- Personalised training platform.
- Skills assessment and personalised progression plans.
- Microsoft Gold Partner and Google Partner.
- Microsoft and Google training courses, accreditations, and exams.
- One-to-One training.
- Company healthcare available.
- Monthly performance-related incentives – including additional holiday days and vouchers.
- Social & team building activities.
IT Support Team Lead (2nd Line) employer: MFK Recruitment
Contact Detail:
MFK Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Team Lead (2nd Line)
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server, Office 365, and networking. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your readiness for the role.
✨Tip Number 2
Highlight your leadership skills and experience managing a team, even if it's informal. Be prepared to share examples of how you've developed others or improved team performance, as this is a key aspect of the role.
✨Tip Number 3
Research the company culture and values, especially their focus on progression and training. During your conversation, express your enthusiasm for continuous learning and how you align with their commitment to staff development.
✨Tip Number 4
Since the role involves travelling to different education sites, be ready to discuss your flexibility and willingness to commute. Mention any previous experience you have with similar responsibilities to show you're well-prepared for this aspect of the job.
We think you need these skills to ace IT Support Team Lead (2nd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly in 2nd line roles. Emphasise your technical skills with Windows Server, Office 365, and networking, as well as any leadership experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for IT support and your desire to lead a team. Mention specific examples of how you've provided exceptional service and resolved complex issues in the past.
Highlight Your Leadership Skills: In your application, focus on your ability to manage and develop a team. Discuss any experience you have in performance management, training, and mentoring others, as these are key aspects of the role.
Show Enthusiasm for Learning: Express your eagerness to learn new technologies and grow within the company. Mention any relevant training or certifications you have pursued, and how they align with the company's focus on progression and development.
How to prepare for a job interview at MFK Recruitment
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows Server, Office 365, and networking. Highlight specific instances where you've successfully resolved technical issues, as this will demonstrate your hands-on expertise and problem-solving abilities.
✨Emphasise Leadership Experience
Since the role involves managing a 1st Line Technician, share examples of your leadership experience. Discuss how you've identified skills gaps, implemented training programmes, and managed performance reviews in previous roles.
✨Understand the Company Culture
Research the company’s culture and values, especially their focus on progression and learning. Be ready to explain why you’re interested in working for them and how you align with their commitment to staff development.
✨Prepare Questions About the Role
Have thoughtful questions ready about the team dynamics, the training platform, and the types of projects you might be involved in. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
