IT Operations Team Leader

Cooper Lomaz; Southend-on-Sea; On-site; GBP 50,000; Full time

Job summary

An established industry player is seeking an IT Operations Team Leader to guide their technical support team in a vibrant office environment. This role is perfect for a passionate leader with a knack for operational excellence, eager to enhance service delivery and customer satisfaction. You'll oversee the daily functions of a dedicated team, ensuring high standards of performance and continuous improvement. If you're ready to make a significant impact while mentoring a close-knit group, this opportunity offers the chance to thrive in a supportive and dynamic workplace, driving meaningful change and fostering team growth.

Qualifications

• 5+ years in IT support with 2+ years in a leadership role.
• Strong knowledge of IT systems and service desk operations.

Responsibilities

• Lead daily activities of the 2nd & 3rd Line Support Team.
• Monitor service performance and manage SLA compliance.
• Mentor team members and support their development.

Skills

IT team leadership

Technical troubleshooting

Service desk operations

Communication skills

Problem-solving

Data analysis

Customer satisfaction metrics

ITILv4 Foundation

MSP environment experience

Education

ITILv4 Foundation or equivalent qualification

Tools

Service desk software

Performance monitoring tools

Job description

Job Title: IT Operations Team Leader
Location: Near Southend-on-Sea (Office Based)
Salary: Up to £50,000 per annum
Job Type: Full-Time, Permanent

Are you a skilled IT professional with leadership experience and a passion for operational excellence? Our client, based just outside Southend, is looking for an IT Operations Team Leader to oversee their 2nd and 3rd Line Support functions. This is a fully office-based role in a growing business, ideal for someone looking to make a real impact while mentoring a close-knit team.

About the Role

As the IT Operations Team Leader, you'll be responsible for the day-to-day performance of the technical support team, ensuring services are delivered efficiently and to the highest standard. You'll take ownership of SLA management, incident handling, and continuous service improvements, while also playing a key role in team development and customer satisfaction.

Key Responsibilities

• Lead and coordinate the daily activities of the 2nd & 3rd Line Support Team
• Monitor service performance against SLAs, identifying areas for improvement
• Develop and manage customer satisfaction metrics including CSAT and NPS
• Act as Incident Manager during major incidents, ensuring timely and effective resolution
• Analyse service desk trends to reduce recurring issues through proactive support and training
• Oversee the creation and maintenance of Knowledge Base content to improve self-service
• Work closely with third-party vendors and internal stakeholders to maintain smooth service delivery
• Mentor and support team members, identifying training and development opportunities
• Ensure documentation, processes, and reporting are accurate and up to date
• Report regularly to senior leadership on service performance and team progress

Skills & Experience Required

• Proven experience in an IT team leadership or supervisory role
• Strong knowledge of IT systems, service desk operations, and technical troubleshooting
• ITILv4 Foundation or equivalent qualification (CompTIA A+, MCP, etc.)
• Experience in a MSP environment is highly desirable
• Excellent communication, problem-solving, and team management skills
• Demonstrated ability to analyse data and implement service improvements
• Comfortable managing internal and external relationships
• 5+ years' experience in IT support with at least 2+ years in a leadership role
• Familiar with service desk software and performance monitoring tools

Additional Information

• This is a fully office-based role, located just outside Southend - candidates must be within commuting distance and have access to their own transport
• Standard office hours with occasional flexibility around incident response or priority issues