IT Support Team Lead (2nd Line)

MFK Recruitment; Greater London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking an IT Support Team Lead to join their dynamic team in the education sector. This role offers a unique opportunity to lead a small team while remaining hands-on with IT support tasks. The ideal candidate will thrive in a collaborative environment, providing exceptional service and support to internal and external customers. With a focus on personal growth and development, this position promises genuine progression opportunities, alongside training from recognized partners. If you're passionate about technology and eager to advance your career, this role is perfect for you.

Benefits

Company healthcare available

Monthly performance-related incentives

Microsoft and Google training courses

One-to-One training

Skills assessment and personalised progression plans

Qualifications

• Experience in providing level 2 technical support for server, network, and desktop issues.
• Ability to manage incidents and problems effectively.

Responsibilities

• Lead a small team while providing hands-on IT support.
• Manage performance and training for team members, ensuring service excellence.

Skills

Windows Server

Office 365

Networking

Active Directory

Firewalls

Switches

Cloud and Virtualization

Job description

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Full Job Description

We have an exciting opportunity for an IT Support Team Lead (2nd Line) to work for our reputable client based in the Hayes area.

MFK Recruitment has successfully recruited 42 candidates for this client within the past 5 years, 31 are still with the company too! They retain their staff due to the excellent culture and progression opportunities.

As the IT Support Team Lead, you will be leading one other IT Technician and remaining hands-on.

If you are looking for a role where you can learn new technologies and utilise your current skills, then this is certainly the role for you! This Lead IT Support Engineer role comes with genuine progression; my client is extremely interested in candidates looking to learn and progress.

This is an On-Site role working for our client in the Education sector. The successful candidate will need a vehicle as they will be travelling to 3 different Education sites, all within a few miles of each other.

IT Support Team Lead (2nd Line) - primary responsibilities:

• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first-time fix
• Incident and problem management – taking over from 1st line engineers where escalation is required
• Provide exceptional service support to internal and external customers
• Provide solutions/workarounds to incidents and problems, highlighting and escalating concerns over delivery to agreed customer SLA’s
• Responsible for achieving agreed service levels at both team and individual level
• Responsible for ensuring that all tickets within the team are analysed for urgency and impact, then prioritized and allocated accordingly and in line with agreed service levels
• Responsible for direct management of a 1st Line Technician, including identification of skills gaps, creation of skills matrices, development and implementation of training programmes at both individual and team level, with tangible reporting to show a service improvement link between programme and individual performance
• Responsible for performance management of a team, including regular score check-ins, performance reviews at individual and team level, highlighting areas for improvement, and introducing performance development plans; where necessary, managing disciplinary reviews, including performance grading and salary recommendations

Technical experience required: (not all essential)

• Windows Server
• Office 365
• Networking
• Active Directory
• Firewalls
• Switches
• Cloud and Virtualization

Some highlights of working with my client:

• Skills assessment and personalised progression plans
• Microsoft Gold Partner and Google Partner
• Microsoft and Google training courses, accreditations, and exams
• One-to-One training
• Company healthcare available
• Monthly performance-related incentives – including additional holiday days and vouchers