IT Solutions Team Lead - Service Desk & Escalations

ASK4; Sheffield; On-site; GBP 42,000 - 54,000; Full time

Job summary

ASK4 in Sheffield is seeking an IT Solutions Team Leader to own the combined first and second-line support team. You will shape how clients experience our service and ensure the team has what it needs to deliver it well.

You will manage ticket queues, handle escalations, keep SLAs on track, coach colleagues, run performance conversations, and drive process improvements. You will work with Customer Care leadership to influence how the team grows.

Qualifications

• Experience leading a technical service desk / IT support team.
• Strong coaching and performance review skills.
• Experience with SLAs and escalation management.
• Experience in MSP environment is desirable.
• ITIL Foundation certification is desirable.
• Comfortable with Windows, Mac, Linux and Office 365.

Responsibilities

• Oversee day-to-day support desk operations and manage ticket queues.
• Act as escalation point for complex technical issues, especially networking.
• Coach and develop first- and second-line colleagues with regular reviews.
• Deliver training on new products, tools and processes.
• Monitor incidents, report root causes, and implement preventive actions.
• Maintain policies and documentation to support consistent service delivery.
• Drive workflow improvements and conduct post-incident reviews.
• Participate in hiring for the team.

Skills

Service desk

Second-line support

Team leadership

Interpersonal skills

Performance metrics

Windows

MacOS

Linux

Office 365

ITIL Foundation

MSP experience

Tools

Office 365

Windows

MacOS

Linux

Job description

ASK4 in Sheffield is seeking an IT Solutions Team Leader to own the combined first and second-line support team. You will shape how clients experience our service and ensure the team has what it needs to deliver it well.

You will manage ticket queues, handle escalations, keep SLAs on track, coach colleagues, run performance conversations, and drive process improvements. You will work with Customer Care leadership to influence how the team grows.