IT Support Team Leader

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

Job summary

A leading IT service provider is seeking an IT Support Team Leader to manage a hybrid team in Nottingham. You will lead a team of 10-12, ensuring service level agreements are met, while providing excellent customer service over phone and email. This role offers a salary of £28,000 - £32,000 p/a, along with great benefits including private healthcare and holiday entitlement.

Benefits

Private Healthcare

Pension

25 days holiday rising to 30 over 5 years

Gym Discounts

Free Fuel Fridays

Employee of the Quarter

Employee Referral program

Qualifications

• Experience managing a team of 10-12 in a helpdesk, service desk, or call centre environment.
• Confident in delivering customer service over phone or email.
• Interest in IT or managing a helpdesk team.

Responsibilities

• Lead and manage a team of 10-12 within a helpdesk environment.
• Ensure team hits service level agreements with customers.
• Conduct performance reviews and coaching plans.

Skills

Team management

Customer service

Helpdesk experience

Job description

Overview

JOB TITLE: IT Support Team Leader (L1 Service Desk Team Leader)

SALARY: £28,000 -£32,000 p/a (DOE)

Location: Nottingham (Hybrid work available)

Schedule: Monday to Friday (No weekend work)

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.

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.

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.

Responsibilities

• Lead and manage a team of 10-12 within a busy helpdesk environment.
• Be responsible for all relationships with customers, ensuring the team hits service level agreements.
• Conduct 1-2-1s and coaching plans within your team, plus the delivery of performance reviews.
• Act as the main point of contact for customers on your helpdesk to maintain a consistent line of communication.
• Assist the team in resolving incidents and requests received through our ticket system, phone or email.

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.

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.