Hybrid IT Support Team Lead - 1st/2nd Line

Searchability®; Sheffield; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Searchability® is recruiting an IT Support Team Lead in Sheffield with responsibility for day‑to‑day management of a combined 1st and 2nd Line Support team. The role is hybrid with two days onsite per week and offers an urgent start for candidates ready to step into a leadership position and drive service excellence.

You’ll mentor engineers, manage ticket queues and SLAs, escalate complex networking issues, monitor KPIs and push continuous improvement across processes, documentation and incident

Qualifications

• Experience leading or managing IT Support or Service Desk teams.
• Strong background in 1st and 2nd Line Support and networking.
• Familiarity with incident management, SLAs and IT service delivery.

Responsibilities

• Manage day‑to‑day Service Desk operations, ticket queues and SLA performance.
• Lead, mentor and develop 1st and 2nd Line Support Engineers.
• Act as escalation point for complex technical and networking issues.
• Monitor KPIs, identify trends and drive service improvements.
• Manage team rotas, performance reviews and individual development plans.
• Support incident management, supplier escalations and post‑incident reviews.
• Improve internal processes, documentation and support procedures.

Skills

Leadership

Networking

Service Desk Management

Incident Management

Communication

Tools

Microsoft 365

Windows

macOS

Linux

Microsoft Exchange

Job description

Searchability® is recruiting an IT Support Team Lead in Sheffield with responsibility for day‑to‑day management of a combined 1st and 2nd Line Support team. The role is hybrid with two days onsite per week and offers an urgent start for candidates ready to step into a leadership position and drive service excellence.

You’ll mentor engineers, manage ticket queues and SLAs, escalate complex networking issues, monitor KPIs and push continuous improvement across processes, documentation and incident