IT Support Team Leader

Location: Swindon

Salary: £DOE

Do you want to work in a warm and friendly environment where your contribution will be valued? Are you interested in enhancing your technical skills and career? Looking to step up from a 2nd Line role and take on more responsibility?

Yes? Great, get in touch ASAP! Dynamic Minds just might have the perfect opportunity for you!

Dynamic Minds is incredibly proud to partner exclusively with one of the UK's most iconic and largest privately owned businesses! Renowned for their efficiency, reliability, and innovation, our client is a widely respected industry leader and one of the most trusted brands in their sector. Following a period of rapid growth and continued  expansion, they are now looking to strengthen their internal IT Support function by hiring a full time, permanent IT Support Team Leader.

Reporting to the IT Service Manager, the successful IT Support Team Lead will serve as a key escalation point for less experienced engineers. We're looking for a hands-on, technically strong engineer who can resolve technical issues, manage internal systems, and maintain system security and integrity. As the IT Team Lead, you will be integral to internal customer satisfaction and business success. Adopting the title of trusted adviser, you will embark on overseeing and leading the service desk team during their shift, ensuring tasks are completed efficiently and effectively. This is a fantastic opportunity for an individual who enjoys being consultative and making a tangible contribution to business operations.

The ideal candidate will come from a fast paced, demanding environment such as an MSP, Logistics, Supply chain, etc. On offer is a competitive basic salary and:

Benefits:

• Inclusive and support work environment
• Ongoing technical training and development
• Career progression opportunities
• Flexible working arrangements
• Employee Health and Wellbeing Programme
• Employee Discount
• Company Socials and Events

Your Responsibilities:

• Oversee and lead the Service Desk team during their shift, ensuring tasks are completed efficiently and effectively.
• Take ownership of complex or contentious support issues escalated to you by the team, coordinating appropriate resources to resolve tickets which require additional expertise.
• Mentor team members on both technical and procedural topics, promoting a positive and collaborative work environment.
• Monitor team performance, provide constructive feedback and identify opportunities for improvement.
• Create and maintain good quality, accurate documentation to aid the team in following all agreed processes and procedures.
• Troubleshoot within End User Computing, Infrastructure and Applications problems, diagnose and solve hardware/software issues or fulfil related requests in line with the agreed SLAs.
• Involvement in regular support and maintenance activities for other sites throughout the UK, including regular travel to these locations.
• Coordinate with external vendors for support when issues cannot be resolved internally, escalating as appropriate.
• Maintain a high degree of customer service for all requests and adhere to all service management principles.

Your Skills & Experience:

• Previous experience as a 2nd Line/3rd Line Engineer, including responsibility for managing the workload of others.
• Proven experience mentoring and supporting colleagues
• Capable of configuring and maintaining Microsoft 365, along with migrations.
• Knowledgeable on MS Windows Server, MS365 Administration, backup software, firewall configuration, anti-virus, and remote connection software.
• Knowledge of firewalls, AV, or backup products / technologies
• Familiarity with Azure hosting and configuration, Entra, Intune device enrolment, and Windows Modern Desktop deployment
• Microsoft or other practical certifications (MCP, Fundamentals, Technical Associate, Comp TIA, etc.)
• Proactive motivated approach to customer service
• Able to develop and maintaining relationships.
• Full UK driving licence

To be considered for this role, please attach a copy of your up-to-date CV.