IT Solutions Team Leader

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 is looking for an IT Solutions Team Leader to take ownership of our combined first and second-line support team in Sheffield. You'll be responsible for how clients experience our service and for making sure the team has what it needs to deliver it well.

That means managing the ticket queue, handling escalations, keeping SLAs on track, and stepping in when issues need senior attention. It also means coaching colleagues, running performance conversations, identifying what's not working in your processes, and fixing it. You'll work alongside the broader Customer Care management team on department objectives and have a direct say in how the team grows.

Key Responsibilities

• Oversee day-to-day support desk operations, monitoring ticket queues and ensuring SLAs are consistently met
• Act as the escalation point for complex technical issues, particularly in networking and second-line support
• Manage, coach, and develop colleagues across first and second line, including regular one-to-ones and formal performance reviews
• Deliver training on new products, tools, and processes
• Monitor service-impacting issues, report on root causes, and implement measures to prevent recurrence
• Develop and maintain policies, procedures, and documentation to support consistent service delivery
• Identify and drive workflow improvements and post-incident reviews
• Play an active role in hiring for the team

About You

• Solid background in service desk support, including second-line or network-level work
• Previous line management or team leadership experience in a technical environment
• Strong interpersonal skills — able to build relationships, give clear feedback, and handle conflict calmly
• Comfortable using performance data to inform coaching and development conversations
• Good working knowledge of Windows, Mac, and Linux, Office 365 administration, and network/broadband diagnostics
• Methodical approach to problem-solving and process improvement
• ITIL Foundation Certification is desirable, as is experience within an MSP

Our Commitment to Inclusion

We are committed to fostering an inclusive workplace where diversity is valued. We welcome applications from people of all backgrounds and identities and ensure fair treatment for all, regardless of protected characteristics under the Equality Act 2010.

We are happy to make reasonable adjustments throughout the recruitment process and beyond, to ensure it is accessible and fair for everyone. If you require any adjustments or would like to discuss your needs, please contact us at [e-mail].

About ASK4

Our team delivers connectivity and technology solutions to hundreds of thousands of users in multi-tenant buildings in three sectors, in multiple languages across twelve countries.

The service we deliver empowers people to live life and work productively, and we strive to create an environment that allows our team to do the same.