IT Support Team Leader

The Channel Recruiter; Livingston; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30 over 5 y

Group life insurance

Income protection

Gym Discounts

Free Fuel Fridays

Employee of the Quarter

Employee Referral program

Job summary

XMA in Livingston is seeking an IT Support Team Leader to mentor and manage a busy helpdesk team of 10–12. You will drive incident resolution, coach staff and maintain strong customer relationships to ensure SLAs are met.

The role requires overseeing 1–2–1s and performance reviews, with responsibilities across phone, email and ticket-system communications. Working hours are Monday–Friday, 8.5 hours between 7am and 6pm.

Qualifications

• Experience leading a 10–12 person team in a busy helpdesk, service desk or call centre.
• Confident in delivering customer service via phone or email.
• A keen interest in IT and experience managing a helpdesk team.

Responsibilities

• Lead a 10–12 person helpdesk team and coordinate incident/resolution tracking.
• Conduct 1–2–1s, coaching plans and performance reviews.
• Be the main customer contact for your team with clear communication.
• Manage relationships with customers to meet service level agreements.
• Work Monday–Friday, 8.5 hour shifts between 7am–6pm, with a lunch break.

Skills

Team management

Customer service

Coaching

Performance reviews

Education

None

Tools

Ivanti

ServiceNow

ITSM tools

Job description

JOB TITLE: L1 Service Desk Team Leader

Location: Livingston

SALARY: £28,000 - £32,000 per annum

• Private Healthcare
• Pension
• 25 days holiday rising to 30 over 5 years
• Group life insurance
• income protection
• Gym Discounts
• Free Fuel Fridays
• Employee of the Quarter
• Employee Referral program

Do you enjoy developing, coaching and managing customers? Do you have experience managing a team of 10-12 and you're looking for the next company to excel and grow your skills? Or, are you just looking to join a reputable company where you can really show your management skills?

If you answered yes to any of the above, we may have the role for you!

We are currently looking for an IT Support Team Leader to manage a team of individuals within a busy helpdesk environment. You will be responsible for all relationships with your customers, focusing on getting the best out of your team to hit all service level agreements.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join us, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

Together, we turn ambition into achievement.

JOB SPECIFICATION

• You’ll be responsible for a team of 10-12 colleagues within a busy helpdesk
• Helping the team come to resolutions on all incidents and requests received through our ticket system, phone or email
• 1-2-1s and coaching plans within your team, plus the delivery of performance reviews
• Main point of contact for customers you are responsible for on your helpdesk to keep up a consistent line of communication.
• This role involves working Monday - Friday on 8.5 hour shifts, anywhere between 7am-6pm, with an hour lunch.

REQUIREMENTS

• Experience managing a team of 10-12 within either a helpdesk, service desk or call centre environment
• Confident delivering customer service and dealing with clients both by phone or email
• A keen interest in IT or experience managing a helpdesk team

Inclusion

We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at , and we will be happy to support you.

KEYWORDS: 1st Line IT Support, 1st Line, 1st Line Team Leader, 1st Line IT Support Team Leader, Technical Analyst Team Lead, 1st Level, Level 1 Technical Analyst, Helpdesk, Ivanti, Service Now, ITSM tools, Team Leader, 1st Level Team Leader, 1st Level Technical Analyst Team Leader