IT Support Team Lead - Hybrid (3 days in office)

TigerRisk Partners, LLC.; Greater London; Hybrid; GBP 52,000 - 66,000; Full time

Job summary

Howden’s IT Support Team Lead role drives the day-to-day IT support delivery to ensure a high-quality end-user experience across the global business. You will lead a team of IT Support SMEs, manage incidents and requests, and align services with SLAs while working closely with Infrastructure, Security, and Applications teams.

The role requires strong technical and leadership skills, a focus on process improvement, and a collaborative approach to enable smooth onboarding and hardware refreshes in

Qualifications

• Bachelor's degree or equivalent practical experience in IT/CS/IS.
• Minimum 5 years in IT Support, Service Desk or related IT operations.
• Minimum 2 years in a supervisory or team-lead capacity.
• Experience in enterprise environments with multiple locations.

Responsibilities

• Lead, mentor and develop IT Support SMEs to drive accountability and customer focus.
• Manage daily IT Support operations, ensuring incidents and requests are handled efficiently.
• Act as primary escalation point for complex technical issues.
• Monitor workloads, SLAs and customer satisfaction; drive improvements.
• Coordinate incident management and major incident responses when required.
• Contribute to knowledge management; maintain accurate docs and procedures.
• Collaborate with Infrastructure, Security, Applications and Global IT teams.
• Support onboarding/offboarding, moves, device deployments, and hardware refreshes.

Skills

Microsoft 365

Windows OS

Active Directory

Azure AD/Entra ID

Intune

Endpoint management

ServiceNow

Networking fundamentals

Mobile device management

Security best practices

Incident/Problem/Asset/Knowledge Mgmt

Education

Bachelor's degree in IT/CS/IS

Tools

ServiceNow

Microsoft 365 Admin

Endpoint Administrator

Job description

Howden’s IT Support Team Lead role drives the day-to-day IT support delivery to ensure a high-quality end-user experience across the global business. You will lead a team of IT Support SMEs, manage incidents and requests, and align services with SLAs while working closely with Infrastructure, Security, and Applications teams.

The role requires strong technical and leadership skills, a focus on process improvement, and a collaborative approach to enable smooth onboarding and hardware refreshes in