IT Service Desk Team Leader

About the Role

We are seeking an experienced and motivated 2nd Line IT Support Technician with experience in a Team Lead role to join our growing team. This role is crucial in ensuring the smooth operation of our clients’ IT systems and delivering exceptional technical support.

You will act as a key escalation point from 1st & 2nd Line Support, resolving more complex technical issues and helping maintain high service standards in line with company quality controls and industry regulations. Ongoing training and professional development are essential parts of this role to ensure your technical knowledge remains current and relevant.

Key Responsibilities

• Provide high-quality technical support, including producing documentation and reports
• Install, configure, maintain and support hardware, operating systems and applications
• Monitor and maintain computer systems, servers and networks
• Support system setups and follow technical documentation to resolve issues
• Assist with the rollout of new systems and applications
• Respond to support tickets within agreed SLAs
• Manage and prioritise multiple open cases efficiently
• Escalate issues to third parties where required
• Act as the direct escalation point from the 1st & 2nd Line Service Desk
• Resolve specialist faults including 4G and VoIP technologies
• Support and mentor 1st & 2nd Line Technicians
• Monitor and maintain server backups
• Participate in weekend and out-of-hours support rota
• Test and evaluate new technologies as directed

Skills & Experience Required

• Customer service focus
• Experience with current Windows desktop and Windows Server operating systems
• Experience with Microsoft Exchange technologies (SMTP, POP3, IMAP), Office 365 and Hosted Exchange
• Working knowledge of Active Directory
• Strong understanding of TCP/IP networking, IP routing, DNS and DHCP
• Practical experience with MS Office applications
• Experience setting up and installing WiFi networks
• Ability to pass a DBS check
• Excellent communication skills

Desirable:

• MCSE and/or CCNA certification (or willingness to work towards these)

Personal Attributes

• Self-motivated with the ability to work independently
• Strong organisational and time management skills
• Ability to prioritise and manage workload effectively
• High attention to detail
• Patient, technically curious and proactive
• Strong team player

What We Offer

• Ongoing training and development
• Supportive team environment
• Opportunity to work with modern technologies
• Career progression opportunities

If you are a driven IT professional looking to take the next step in your technical support career, we would love to hear from you.