IT Support Team Leader

LJ Recruitment; Broxbourne; On-site; GBP 35,000 - 40,000; Full time

Job summary

A growing IT services provider in Broxbourne seeks an experienced IT Support Team Leader to manage their onsite and field-based support team. This fully office-based role requires strong technical expertise in 2nd and 3rd line support and the ability to lead a small team effectively. Responsibilities include ensuring SLAs are met, mentoring team members, and maintaining exceptional customer satisfaction. Ideal for an IT professional looking for a dynamic management position.

Qualifications

• Proven experience in IT support at 2nd or 3rd line level.
• Prior team leadership or supervisory experience.
• Strong technical knowledge of common business applications.

Responsibilities

• Lead and support a team of onsite IT Support Technicians and Field Engineers.
• Provide advanced 2nd and 3rd line technical support.
• Oversee the day-to-day running of the service desk.

Skills

IT support at 2nd or 3rd line level

Windows operating systems

Microsoft 365

Networking

Communication skills

Problem-solving skills

Job description

Overview

IT Support Team Leader – Location: Broxbourne (Fully Office-Based) – Salary: £35,000 - £40,000 per annum – Hours: Monday to Friday.

A growing IT services provider is seeking an experienced and proactive IT Support Team Leader to manage their onsite and field-based support team in Broxbourne. This is an exciting opportunity for a hands-on IT professional with strong technical expertise across 2nd and 3rd line support to play a key role in leading service delivery and driving operational excellence.

This is a fully office-based role in Broxbourne, ideal for an experienced IT professional looking to take ownership of a small, dynamic team and contribute to the continued growth and success of a well-established service provider.

Responsibilities

• Lead and support a team of onsite IT Support Technicians and Field Engineers

• Provide advanced 2nd and 3rd line technical support across a wide range of hardware, software, and networking environments

• Oversee the day-to-day running of the service desk and field operations, ensuring SLAs and KPIs are consistently achieved

• Act as the primary escalation point for complex incidents and problem resolution

• Monitor and manage ticket queues, ensuring accurate logging and timely updates

• Mentor and develop team members, promoting continuous improvement and knowledge sharing

• Assist with project delivery, system upgrades, and infrastructure maintenance when required

• Maintain clear communication with clients and internal stakeholders, ensuring exceptional customer satisfaction

Requirements

• Proven experience in IT support at 2nd or 3rd line level, with prior team leadership or supervisory experience

• Strong technical knowledge of Windows operating systems, Microsoft 365, networking, and common business applications

• Experience supporting both onsite and field-based IT environments

• Excellent communication, organisational, and problem-solving skills

• Ability to lead by example in a fast-paced, customer-focused environment

• A proactive and professional approach with a passion for delivering outstanding IT service