IT Support Team Lead (2nd Line)

JR United Kingdom; Greater London; On-site; GBP 40,000 - 60,000; 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 hands-on role involves leading a small team while providing exceptional technical support across multiple sites. The ideal candidate will have a passion for technology and a desire to grow within the organization. With a focus on personal development, the company offers training, certifications, and a supportive culture that values progression. If you thrive in a collaborative environment and are eager to tackle new challenges, this position is a perfect fit for you.

Benefits

Company healthcare benefits

Monthly performance incentives

Training courses and certifications

One-to-one training sessions

Extra holidays and vouchers

Qualifications

• Experience in providing 2nd line IT support with a focus on customer service.
• Ability to manage incidents and lead a team effectively.

Responsibilities

• Lead a team providing level 2 technical support for server, network, and desktop issues.
• Conduct performance management and implement training programs for team members.

Skills

Windows Server

Office 365

Networking

Active Directory

Firewalls

Switches

Cloud and Virtualization

Job description

Social network you want to login/join with:

IT Support Team Lead (2nd Line) - 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, with 31 still employed there! The company retains staff due to its excellent culture and progression opportunities.

As the IT Support Team Lead, you will lead one other IT Technician and remain hands-on in your role.

If you are looking for a position where you can learn new technologies and utilize your current skills, then this is the role for you! This Lead IT Support Engineer role offers genuine progression; my client is highly interested in candidates eager to learn and grow.

This is an on-site role working in the Education sector. The successful candidate will need a vehicle as they will be traveling to three different Education sites nearby.

Primary Responsibilities of IT Support Team Lead (2nd Line):

1. Provide level 2 server, network, and desktop technical support, diagnosing customer issues and achieving a high first-time fix rate.
2. Manage incidents and problems, taking over from 1st line engineers when escalation is required.
3. Deliver exceptional service support to internal and external customers.
4. Develop solutions and workarounds for incidents and problems, escalating concerns over delivery to meet customer SLAs.
5. Ensure achievement of service levels at team and individual levels.
6. Analyze tickets for urgency and impact, prioritize, and allocate them accordingly, in line with service levels.
7. Manage a 1st Line Technician, identifying skills gaps, creating skills matrices, and implementing training programs, with tangible reporting on service improvements and performance.
8. Conduct performance management including regular check-ins, reviews, performance development plans, and disciplinary reviews if necessary, including performance grading and salary recommendations.

Technical Experience Required (not all essential):

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

Highlights of Working with Our Client:

• Skills assessment and personalized progression plans
• Microsoft Gold Partner and Google Partner
• Training courses, certifications, and exams from Microsoft and Google
• One-to-one training sessions
• Company healthcare benefits
• Monthly performance incentives, including extra holidays and vouchers