Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team of 10-12 in a busy helpdesk environment.
- Company: Join XMA, a top UK value-added reseller with a strong reputation since the 80s.
- Benefits: Enjoy private healthcare, pension, gym discounts, and Free Fuel Fridays!
- Why this job: Develop your management skills while making a real impact in tech support.
- Qualifications: Experience managing teams in helpdesk or service desk environments is essential.
- Other info: This role offers hybrid working and a commitment to diversity and inclusion.
The predicted salary is between 24000 - 32000 £ per year.
JOB TITLE: L1 Service Desk Team Leader
Location: Livingston
SALARY: £28,000 – £32,000 per annum
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group life insurance, income protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program
Do you enjoy developing, coaching and managing customers? Do you have experience managing a team of 10-12 and you\’re looking for the next company to excel and grow your skills? Or, are you just looking to join a reputable company where you can really show your management skills?
If you answered yes to any of the above, we may have the role for you!
Established in the 80\’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we\’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
We are currently looking for an IT Support Team Leader to manage a team of individuals within a busy helpdesk environment. You will be responsible for all relationships with your customers, focusing on getting the best out of your team to hit all service level agreements.
LOCATION: Livingston – Hybrid
JOB SPECIFICATION:
- You\’ll be responsible for a team of 10-12 colleagues within a busy helpdesk
- Helping the team come to resolutions on all incidents and requests received through our ticket system, phone or email
- 1-2-1s and coaching plans within your team, plus the delivery of performance reviews
- Main point of contact for customers you are responsible for on your helpdesk to keep up a consistent line of communication.
This role involves working Monday – Friday on 8.5 hour shifts, anywhere between 7am-6pm, with an hour lunch.
REQUIREMENTS:
- Experience managing a team of 10-12 within either a helpdesk, service desk or call centre environment
- Confident delivering customer service and dealing with clients both by phone or email
- A keen interest in IT or experience managing a helpdesk team
We proud to be an equal opportunity employer committed to diversity and inclusion in the workplace. Qualified applicants will be considered for employment without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, physical or mental disability, protected veteran or military status or any other status protected by applicable law”
We are registered Disability Confident Employer (Level 2) and as such, we will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process.
If you have any such requirements, please do not hesitate to contact us on our email which is , we will be happy to action your requests.
KEYWORDS: 1st Line IT Support, 1st Line, 1st Line Team Leader, 1st Line IT Support Team Leader, Technical Analyst Team Lead, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools, Team Leader, 1st Level Team Leader, 1st Level Technical Analyst Team Leader
IT Support Team Leader in Livingston employer: THE CHANNEL RECRUITER LTD
Contact Detail:
THE CHANNEL RECRUITER LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Team Leader in Livingston
✨Tip Number 1
Familiarise yourself with the specific ITSM tools mentioned in the job description, such as Ivanti and Service Now. Having hands-on experience or knowledge of these platforms can set you apart from other candidates.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed a team in a helpdesk or service desk environment. Be ready to discuss your coaching strategies and how they led to improved team performance.
✨Tip Number 3
Research XMA and their approach to customer service. Understanding their values and how they operate will allow you to tailor your conversation during the interview, showing that you're genuinely interested in being part of their team.
✨Tip Number 4
Prepare to discuss your experience with service level agreements (SLAs). Be ready to explain how you've ensured compliance with SLAs in previous roles and how you plan to maintain them in this position.
We think you need these skills to ace IT Support Team Leader in Livingston
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience managing a team in a helpdesk or service desk environment. Include specific examples of how you've developed and coached team members, as well as any relevant IT skills.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your management style and how it aligns with the company's focus on customer service and team performance.
Highlight Relevant Experience: When detailing your work history, emphasise your experience with service level agreements and your ability to resolve incidents efficiently. Use metrics where possible to demonstrate your impact.
Showcase Communication Skills: Since the role involves maintaining communication with customers, provide examples of how you've successfully managed client relationships in previous roles, whether through phone or email.
How to prepare for a job interview at THE CHANNEL RECRUITER LTD
✨Showcase Your Leadership Skills
As a potential IT Support Team Leader, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing team members to achieve their best.
✨Understand the Company Culture
Research XMA's values and culture before the interview. Be ready to discuss how your personal values align with theirs, especially regarding customer service and teamwork, as these are key aspects of the role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle difficult situations. Think of specific instances where you resolved conflicts or improved team performance under pressure.
✨Familiarise Yourself with ITSM Tools
Since the role involves managing a helpdesk environment, brush up on your knowledge of IT Service Management (ITSM) tools like Ivanti and Service Now. Being able to discuss your experience with these tools will show your technical competence.
