Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the Service Desk team, ensuring top-notch customer support and efficient ticket management.
- Company: Join Wanstor, an award-winning IT solutions provider with a vibrant team culture.
- Benefits: Enjoy generous time off, continuous learning opportunities, and paid volunteer days.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in IT support and strong communication skills are essential.
- Other info: Be part of a friendly team with excellent career growth potential.
The predicted salary is between 36000 - 60000 £ per year.
At Wanstor, we’ve been delivering award-winning IT solutions for over 22 years, and we’re proud to keep growing year after year. Today, our team is over 200 strong, filled with talented professionals passionate about technology. Wanstor stands at the forefront of the industry with a full portfolio of high-quality services.
This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests. The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team.
What You’ll Do- Provide day-to-day management of the Service Desk function for a subset of customers.
- Drive the meeting of customer SLAs and an exceptional customer service.
- Ensure tickets are logged accurately and call queues are managed efficiently.
- Discover and diagnose customer issues effectively.
- Undertake a weekly review of team call queues.
- Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services.
- Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
- Ensure all staff have appropriate training and develop personal development plans to meet future requirements.
- Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts.
- Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices.
- Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams.
- Strong background in IT support ideally in a fast-paced or customer-focused environment.
- Solid understanding of ITIL principles, with practical experience across incident, problem, and change management processes.
- Demonstrated ability to take full ownership of stakeholder relationships and manage projects through to completion with confidence and accountability.
- Proactive approach to customer service, with a genuine drive to exceed expectations and deliver timely, effective support.
- Highly organised, with the ability to juggle multiple priorities, work independently, and maintain control in dynamic situations.
- A team motivator – brings positivity and energy to those around them, helping to foster a high-performance culture.
- Creative and analytical thinker with a solutions-focused mindset, always looking for better ways of doing things.
- Clear, confident communicator – comfortable handling challenging conversations and building trust with stakeholders at all levels.
- Excellent verbal and written communication skills, with strong attention to tone, clarity, and detail.
- Calm, professional and composed under pressure – leads by example and instils confidence in others.
- Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
- Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
- Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.
- Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
- Team Spirit: Join a friendly team and engage in various social events organised throughout the year.
IT Support Lead – 1st Line Team employer: Wanstor
Contact Detail:
Wanstor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Lead – 1st Line Team
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at Wanstor or similar companies. A friendly chat can sometimes lead to job opportunities that aren’t even advertised!
✨Tip Number 2
Prepare for the interview by researching Wanstor’s services and recent projects. Show us you’re genuinely interested in what we do and how you can contribute to our success. Tailor your answers to reflect our values and culture!
✨Tip Number 3
Practice your problem-solving skills! As an IT Support Lead, you’ll need to think on your feet. Try mock interviews with friends or use online resources to simulate real-life scenarios you might face in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining our talented team at Wanstor!
We think you need these skills to ace IT Support Lead – 1st Line Team
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the IT Support Lead role. Highlight your experience in IT support, especially in fast-paced environments, and show how you can drive exceptional customer service.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that align with the job description, like managing incidents or leading a team. This will help us see how you fit into our culture.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured applications that are easy to read. Make sure to pay attention to tone and detail, as these reflect your communication skills.
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’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Wanstor
✨Know Your ITIL Principles
Make sure you brush up on your ITIL knowledge before the interview. Wanstor values a solid understanding of incident, problem, and change management processes, so be ready to discuss how you've applied these principles in your previous roles.
✨Showcase Your Customer Service Skills
Wanstor is all about exceptional customer service. Prepare examples that highlight your proactive approach to exceeding customer expectations and how you've effectively managed stakeholder relationships in the past.
✨Demonstrate Leadership Qualities
As a Service Desk Team Leader, you'll need to inspire and motivate your team. Think of instances where you've led a team or driven process improvements, and be ready to share how you foster a high-performance culture.
✨Practice Clear Communication
Since the role involves handling challenging conversations, practice articulating your thoughts clearly and confidently. Be prepared to discuss how you build trust with stakeholders and manage difficult situations while maintaining professionalism.