IT Support Team Lead - Hybrid Work

Howden; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Howden, a global insurance group, is seeking an IT Support Team Lead to drive daily IT support operations and service excellence. Based in the UK with hybrid office attendance (Milton Keynes, Witney, London), you will lead the IT Support team, ensuring effective escalation, incident resolution, and continuous improvement across the business.

You will oversee knowledge management, collaborate with cross-functional IT teams, and ensure alignment with security and IT policies.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, BIS, or equivalent.
• Minimum 5 years in IT Support, Service Desk, Desktop Support, End User Computing, or related IT operations.
• Minimum 2 years in a supervisory or team leadership role.
• Experience in enterprise environments with multiple locations and ITSM frameworks.

Responsibilities

• Lead, mentor, coach, and develop IT Support staff to maintain accountability and customer focus.
• Manage daily IT Support operations, handling incidents, requests, and SLA targets.
• Act as primary escalation point for complex technical issues.
• Monitor workloads, queues, and performance to ensure SLA achievement.
• Facilitate regular team meetings, performance reviews, and development planning.
• Coordinate incident management and support major incidents when required.

Skills

Leadership

Customer service

Communication

Organisational skills

Problem solving

Prioritisation

Education

Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or equivalent

Tools

Microsoft 365

Active Directory

Azure Entra ID

Intune

ServiceNow

Endpoint management

Job description

Howden, a global insurance group, is seeking an IT Support Team Lead to drive daily IT support operations and service excellence. Based in the UK with hybrid office attendance (Milton Keynes, Witney, London), you will lead the IT Support team, ensuring effective escalation, incident resolution, and continuous improvement across the business.

You will oversee knowledge management, collaborate with cross-functional IT teams, and ensure alignment with security and IT policies.