IT Support Team Leader

IT Support Team Leader

Location: Home Based (with travel to Head Office (Rayleigh) 1-2 days per week)
Salary: £50,000 - £65,000 per annum
Job Type: Permanent | Full-time (40 hours per week)

An exciting opportunity has arisen for an experienced IT Support Team Leader to join a growing organisation undergoing significant investment in its IT infrastructure and internal service capability.

Our client is seeking a technically strong and people-focused IT professional to lead their IT Support function, drive service improvements, and help shape the future of their IT Service Management (ITSM) capability. This role offers the opportunity to lead a small support team while playing a key part in implementing modern service management processes, improving operational efficiency, and supporting business-critical technology projects.

The Role

Reporting to the IT & Development Manager, the successful candidate will be responsible for the day-to-day management of the IT Support team and ensuring the delivery of an efficient, customer-focused IT service across the business.

Key responsibilities include:

• Leading the day-to-day operation of the IT Support function.
• Managing, mentoring and developing a team of IT Support Engineers.
• Overseeing incident, problem and change management activities in line with agreed service levels.
• Supporting the implementation and ongoing management of a new ITSM helpdesk and change management platform.
• Maintaining and supporting Microsoft Azure environments and infrastructure.
• Managing user lifecycle activities, including onboarding, offboarding, hardware deployment and user access.
• Working closely with internal stakeholders to improve IT processes and enhance service delivery.
• Producing service reports and performance metrics for senior management.
• Supporting the delivery of IT projects and system improvements.
• Promoting ITIL best practice and a culture of continuous service improvement.

The Candidate

The ideal candidate will have previous experience leading an IT Support or Service Desk team and will possess a strong understanding of IT Service Management principles.

Applicants should be able to demonstrate:

• Proven experience in an IT Support Team Leader, Service Desk Team Leader or similar leadership role.
• Strong working knowledge of ITIL frameworks and ITSM best practices.
• Experience implementing or supporting ITSM/helpdesk platforms.
• Knowledge of Microsoft Azure infrastructure, including cloud migration and Azure Landing Zones.
• Experience working within a regulated environment with a strong understanding of security, device management and access controls.
• Excellent leadership, communication and stakeholder management skills.
• A proactive approach to problem-solving and continuous improvement.
• The ability to manage competing priorities in a fast-paced environment.

What's on Offer

The successful candidate will receive:

• Competitive salary of £50,000 - £65,000 per annum
• Home-based working with occasional travel to Head Office
• 25 days annual leave plus bank holidays
• Westfield Health membership
• Life Assurance (2x annual salary)
• Employer pension contribution
• Company laptop, mobile phone and all necessary equipment
• Employee Referral Scheme
• Ongoing training and development opportunities

Please note that successful applicants will be required to complete a satisfactory DBS check.

Unfortunately, sponsorship is not available for this position, so applicants must already have the right to work in the UK.

If you are an experienced IT Support professional looking to take the next step in your career with an organisation investing heavily in its technology and service delivery, we'd love to hear from you. Apply today to be considered.

New Appointments Group, Expertly Matching Employers and Jobseekers since 1975.

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