IT Support Team Leader

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

Job summary

A recruitment company is seeking an IT Support Team Leader in Livingston. The role involves managing a team of 10-12 in a helpdesk environment, ensuring service level agreements are met, and maintaining excellent customer relations. A strong background in team management and customer service is essential. This position offers a hybrid work model and various employee benefits.

Benefits

Private Healthcare

Pension

25 days holiday rising to 30

Group Life Insurance

Income Protection

Gym Discounts

Free Fuel Fridays

Employee of the Quarter

Employee Referral program

Qualifications

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

Responsibilities

• Manage a team of 10-12 colleagues within a busy helpdesk.
• Help the team resolve incidents and requests through our ticket system, phone, or email.
• Conduct 1-2-1s and coaching plans, along with performance reviews.

Skills

Team management

Customer service

Helpdesk experience

Job description

Overview

JOB TITLE: IT Support Team Leader

SALARY: £28,000 -£32,000 p/a (DOE)

Location: Livingston (Hybrid work available)

Benefits: 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 and many more.

About the Company

Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

Role purpose

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.

Job details

LOCATION: Livingston - Hybrid

JOB SPECIFICATION: IT Support Team Leader

Responsibilities

• 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-9pm, 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 and accommodation

We're proud to be recognised as a Disability Confident Level 3 Employer—the highest level in the UK Government's scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.

We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.

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