IT Support Team Lead

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

Job summary

Searchability in the United Kingdom seeks an IT Support Team Lead for Sheffield with hybrid working (2 days onsite per week). You will manage a combined 1st and 2nd Line Support team and act as escalation point for networking issues.

The role emphasizes service delivery, mentoring engineers, improving processes, and maintaining strong SLA performance. Immediate applications are encouraged.

Qualifications

• Experience leading or managing IT Support or Service Desk teams.
• Strong technical background in 1st and 2nd line support.
• Experience troubleshooting networking, connectivity and broadband issues.
• Knowledge of Windows, macOS and Linux environments.
• Experience supporting end-user technologies in Microsoft 365.
• Understanding of incident management, SLAs and IT service delivery.

Responsibilities

• Oversee day-to-day Service Desk operations and SLA performance.
• Lead, mentor and develop 1st and 2nd line engineers.
• Escalate complex networking issues and provide hands-on leadership.
• Monitor KPIs, identify trends and drive service improvements.
• Manage team rotas, performance reviews and development plans.
• Support incident management, supplier escalations and post-incident reviews.
• Improve internal processes and support documentation.

Skills

IT Leadership

Team coaching

Network troubleshooting

Windows

macOS

Linux

Microsoft 365

Incident management

SLA management

ITIL

Communication

Organisation

Problem-solving

MSP experience

ITIL Foundation

Tools

Microsoft 365

Job description

IT SUPPORT TEAM LEAD – SHEFFIELD (HYBRID)

• Salary: £32,000 per annum
• Location: Sheffield – Hybrid working (2 days onsite per week)
• Opportunity to lead a 1st and 2nd Line IT Support team
• Urgent requirement – applications being considered immediately

ABOUT THE CLIENT

We’re working with an established technology organisation looking to recruit an experienced IT Support Team Lead to oversee its technical support operations.

This is a great opportunity for someone with a strong background in IT Support, Networking and Service Desk Management who enjoys developing people, improving processes and delivering excellent customer service.

THE IT SUPPORT TEAM LEAD ROLE

As an IT Support Team Lead, you’ll take responsibility for the day-to-day management of a combined 1st and 2nd Line Support team, ensuring technical issues are resolved efficiently and service levels are consistently achieved.

You’ll act as a key escalation point for complex technical issues, particularly around networking, whilst providing hands-on leadership, coaching and development to your team.

Your responsibilities will include:

• Managing daily Service Desk operations, ticket queues and SLA performance
• Leading, mentoring and developing 1st and 2nd Line Support Engineers
• Acting as an escalation point for complex technical and networking issues
• Monitoring KPIs, identifying trends and driving service improvements
• Managing team rotas, performance reviews and individual development plans
• Supporting incident management, supplier escalations and post-incident reviews
• Improving internal processes, documentation and support procedures

IT SUPPORT TEAM LEAD ESSENTIAL SKILLS

• Previous experience leading or managing an IT Support or Service Desk team
• Strong technical background within 1st and 2nd Line Support
• Experience troubleshooting networking, connectivity and broadband issues
• Good knowledge of Windows, macOS and Linux environments
• Experience administering Microsoft 365 and supporting end-user technologies
• Understanding of incident management, SLAs and IT service delivery
• Experience coaching technical staff and managing team performance
• Strong communication, organisation and problem-solving skills
• Previous MSP experience would be advantageous
• ITIL Foundation certification would be beneficial

By applying for this role, you give express consent for us to process and submit (subject to required skills) your application to our client in conjunction with this vacancy only.

KEY SKILLS

IT Support Team Lead, IT Support Team Leader, Service Desk Team Leader, IT Support Manager, 1st Line Support, 2nd Line Support, Networking, Microsoft 365, Windows, macOS, Linux, MSP, Incident Management, SLA Management, ITIL, Technical Support, Sheffield