IT Support Team Leader

Protea USA, Inc.; Leicester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading IT services provider is seeking an experienced IT Support Team Leader to manage their technical support team. Your role involves diagnosing issues, maintaining IT infrastructure, and delivering exceptional customer service. The ideal candidate has over 7 years of IT support experience, strong leadership skills, and a passion for problem-solving. A full UK driving license and communication skills in English are essential.

Benefits

On-site parking

Qualifications

• At least 7 years' experience in IT support services.
• Excellent customer-facing skills.
• Fluency in English, both verbal and written.
• 3 years of leadership experience.

Responsibilities

• Manage daily operations of the technical support team.
• Diagnose and troubleshoot support requests.
• Deliver on client IT Service Level Agreements.
• Proactively maintain clients' IT infrastructure.

Skills

IT support services experience

Customer-facing skills

Problem-solving

Communication skills

Methodical mindset

Tools

Microsoft 365

Microsoft Azure

Windows Server

Active Directory

Cyber security awareness

Job description

Job Overview

Teamwork Partnership is currently seeking an experienced and proactive IT Support Team Leader to oversee our client's technical support team. This role will involve managing daily operations, providing guidance to team members, and ensuring exceptional customer service is delivered. The ideal candidate will possess strong technical skills and a passion for problem-solving, with the ability to communicate effectively with both technical and non-technical staff.

Duties

• Diagnose and troubleshoot support requests, over the phone and in person, from a variety of business clients. This could involve guiding them step by step through the process to eradicate the issue themselves, logging in remotely or visiting them on-site where necessary
• Consistently and reliably deliver on client IT Service Level Agreements
• Install, configure and manage a broad range of IT solutions
• Proactively monitor and maintain clients' IT infrastructure health
• Assist account managers in the design and specification of IT solutions
• Support Engineer Responsibilities providing assistance to junior team members and new staff to ensure overall development of the team

Skills And Experience

To be considered for this role, you must:

• Have at least 7 years' experience in providing IT support services to multiple business clients, within a similar environment
• Have excellent customer-facing skills and the ability to communicate technical issues in a non-technical way
• Have a full, clean UK driving licence and own vehicle - this is essential
• Be a quick learner and problem solver
• Be reliable
• Be fluent in English, both verbal and written - this is essential
• Have good handwriting skills
• Be able to follow written instructions
• Be able to work as a part of the team as well as on your own
• Be methodical, process-driven and patient
• Have an excellent telephone manner
• Have 3 years of leadership experience in a similar role - this is essential

We would also expect candidates to have first-hand experience of the following, ideally with appropriate and up-to-date accreditations:

• Microsoft 365 and/or Office 365 migration and management
• Microsoft Azure
• Microsoft Windows Server
• Active Directory and Group Policy configuration
• Support of PC and mobile devices
• Deployment of managed Anti-Virus and Backup solutions
• Network and firewall infrastructure management, support and deployment
• Familiarity with Microsoft Office, including Excel, Word and Outlook
• Cyber security & GDPR awareness

Benefits

• On-site parking

Job Types: Full-time, Permanent

Work Location: In person