IT Support Team Leader

Lincolnshire Co-op; Bracebridge; On-site; GBP 35,000 - 45,000; Full time

Job summary

A community-focused co-operative organization in the UK is seeking an IT Support Team Leader to lead the support team. Responsibilities include managing incidents, ensuring high service standards, and developing IT knowledge. The ideal candidate will have experience in IT support and team leadership, along with strong communication skills. The company offers excellent benefits, including annual leave, pension contributions, and colleague discounts, fostering career development and community involvement.

Benefits

30 days annual leave

Generous pension scheme

Colleague discount rates

Discretionary bonuses

Free tea and coffee at work

Qualifications

• Experience in IT support environment.
• Capability to lead in a busy service setting.
• Previous leadership experience desired.
• Full UK driving licence and access to a vehicle.

Responsibilities

• Lead and manage the IT Support team.
• Resolve critical incidents and escalated issues.
• Analyse records to identify trends.
• Develop and maintain the IT knowledge base.

Skills

Team leadership

Incident management

Excellent communication

Customer service focus

Proactivity

Technical troubleshooting

Knowledge of Azure

Experience with remote desktop software

Job description

We're now looking for an IT Support Team Leader to join our IT Service Operations function, leading the team that provides essential day-to-day support to colleagues across the Society. As IT Support Team Leader, you'll lead and manage the IT Support team, ensuring colleagues receive a reliable, responsive and high-quality support service. You'll oversee the resolution of critical incidents and escalated issues, analyse records and logs to identify underlying trends, and take a proactive approach to system monitoring to prevent issues before they impact the business.

Alongside operational leadership, you'll play a key role in maintaining and developing the IT knowledge base, supporting training and project rollouts, and providing remote support to the Implementation and Projects teams. This role combines technical expertise, people leadership and a strong focus on customer service. For a full list of duties and responsibilities, please refer to the full job description which is available as a download on this page.

You'll bring experience of working within an IT support environment, with the confidence and capability to lead a team in a busy, service-focused setting. Previous leadership experience is desirable, and you'll be comfortable managing incidents, supporting colleagues and maintaining high service standards. You'll have excellent communication skills, both written and verbal, and the ability to explain technical issues clearly to a wide range of audiences. You'll be proactive, resilient and adaptable, able to work on your own initiative and respond positively to change. You'll have experience using technologies such as Azure and remote desktop software, along with a genuine passion for customer service and an active interest in IT. Experience working within a multi-site organisation and/or a retail environment is highly desirable. You'll also hold a full UK driving licence and have access to a vehicle for business use.

At Lincolnshire Co-op, we're proud to be a long-standing, community-focused organisation, bringing together ideas, energy and resources to make life better in our communities. Our Support Centre in Lincoln is the operational heart of the Society, home to specialist teams who work behind the scenes to support colleagues across all our trading areas. We are an "Investors in People - Platinum" employer, meaning that we have been recognised as one of the country's top employers, offering progression opportunities to all our colleagues. As your confidence grows, you'll have the opportunity to build the skills necessary to further progress your career and help to open up future opportunities. Whether you're thinking of a future with us or looking to develop your skills with a community-focused business, we'll work together with you to shape your career for the better. From a single store in 1861 we have grown to be one of the most successful co-operatives in the UK. We're proud to be able to offer a wide range of services from across our family of businesses. From Food Stores and Pharmacies to Post Offices and Support Services, we're a growing society made up of over 220 outlets and nearly 3,000 colleagues. We're owned by our members, the people of Lincolnshire and surrounding counties, and have been for more than 160 years! Communities are at the heart of everything we do and motivates us to deliver more than great customer service. We support them by sharing dividend with our members, investing in new and improved services, raising money for charity through our Community Champion scheme, supporting local schools and so much more! Find out more about us, our purpose and wonderful colleagues here.

In addition to working for a successful co-operative business, we offer our colleagues fantastic benefits, including:

• 30 days annual leave (including bank holidays) (pro-rata)
• Pension scheme (with up to 12% employer contributions)
• Generous colleague discount rates across our family of businesses
• Annual discretionary colleague bonuses to reward you for your hard work
• Free tea and coffee provisions for all colleagues during rest breaks at work