IT Support Team Lead - Hybrid (Sheffield)

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

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.