Hands-On IT Service Team Lead — Enterprise Support

Pontoon; Birmingham; On-site; GBP 43,000 - 58,000; Full time

Job summary

Adecco is seeking a Technology Service Operations Team Lead in Birmingham for a 6-month contract, onsite full-time. The role combines hands-on IT support with team leadership to deliver premium service across multiple UK locations.

You will mentor a small IT support team, escalate complex issues, and ensure SLAs and KPIs are met while maintaining excellent customer service with face-to-face support as required.

Qualifications

• Previous experience leading, mentoring, or supervising an IT support team.
• Strong technical support experience within a large enterprise environment.
• Excellent knowledge of Windows 11, Microsoft 365, Microsoft Entra ID, Microsoft Intune (Endpoint Manager).
• Hands-on Apple macOS support experience.
• Experience supporting mobile devices, including iPhone, Samsung, Microsoft Authenticator, Mobile Application Management solutions.
• Experience using ServiceNow for incident and request management.
• Strong troubleshooting and problem-solving skills.
• Outstanding communication and customer service skills.

Responsibilities

• Lead and support a team of IT support professionals, providing coaching and day-to-day guidance.
• Deliver exceptional customer service and technical assistance to end users.
• Act as a technical expert and escalation point for complex support issues.
• Ensure service levels, KPIs, and operational targets are achieved.
• Monitor and manage incidents and requests through ServiceNow.
• Identify service improvement opportunities and collaborate with stakeholders to implement enhancements.
• Provide face‑to‑face support across multiple technology hub locations when required.
• Support device life cycle management, hardware refresh programmes, and colleague onboarding activities.
• Communicate effectively with both technical and non-technical stakeholders.
• Champion a proactive, customer‑focused support culture.

Skills

Team leadership

IT support

Windows 11

Microsoft 365

Microsoft Entra ID

Microsoft Intune

macOS support

Mobile devices

ServiceNow

Troubleshooting

Communication

Job description

Adecco is seeking a Technology Service Operations Team Lead in Birmingham for a 6-month contract, onsite full-time. The role combines hands-on IT support with team leadership to deliver premium service across multiple UK locations.

You will mentor a small IT support team, escalate complex issues, and ensure SLAs and KPIs are met while maintaining excellent customer service with face-to-face support as required.