IT Support Team Leader

Xact Placements Limited; Reading; On-site; GBP 45,000 - 75,000; Full time

Job summary

Xact Placements Limited in Reading is seeking a Head of 2nd & 3rd Line Support to lead the teams, drive performance, and ensure SLAs are met. You will design and document cutting-edge infrastructure using ITIL principles and best practices, collaborating with the Service Desk Manager to guide incident resolution and service delivery.

Ideal candidates have a track record in IT managed services, strong leadership, and the ability to explain technical concepts to senior stakeholders.

Qualifications

• Proven leadership in IT managed services delivery.
• Excellent escalation handling and customer service.
• Ability to communicate technical concepts to diverse audiences.
• Strong time management under deadlines.

Responsibilities

• Lead the Incident Management Team under the Service Desk Manager.
• Develop training programs to boost product knowledge.
• Review and implement processes to improve efficiency and effectiveness.
• Provide expert advice to resolve operational issues and complex queries.
• Monitor SLAs and produce insightful performance reports for management.
• Lead critical support escalations with ITIL-driven strategies.

Skills

Team leadership

Customer handling

Stakeholder communication

IT systems & networks

Education

ITIL Certification

Tools

ITIL

Incident Management

Problem Management

Job description

Your Mission

Take the reins of my client's 2nd & 3rd Line support teams, driving outstanding performance and ensuring Service Level Agreements (SLAs) are consistently met. Lead with technical expertise, implement best practices, and bring ITIL principles to life by designing and documenting cutting-edge infrastructure.

What You’ll Do

• Inspire & Support the Team: Collaborate with the Service Desk Manager to guide the Incident Management Team, ensuring top-notch support on a daily basis.
• Empower Talent: Develop training programs that boost product knowledge and keep the team at the forefront of technology.
• Streamline Operations: Review, recommend, and implement processes to supercharge team efficiency and effectiveness.
• Problem‑Solve Like a Pro: Provide expert advice to resolve operational issues, address complex queries, and deliver solutions that impress.
• Track & Report: Monitor SLAs, produce insightful reports, and highlight opportunities for improvement to management and service owners.
• Own the Big Issues: Lead critical support escalations with a problem‑solving mindset and ITIL‑driven strategies.
• Elevate Customer Experience: Drive exceptional service delivery through proactive communication and efficient incident resolution.

What You Bring

• A deep understanding of IT Managed Services and a proven track record in team leadership.
• Stellar customer handling and escalation management skills.
• The ability to communicate technical information with clarity to diverse audiences, including senior stakeholders.
• A knack for prioritising tasks and delivering under pressure with strict deadlines.
• Technical know‑how in IT systems, networks, databases, Microsoft, VMWare, cloud technologies, and server environments.
• Familiarity with PC hardware, Microsoft operating systems, and networking essentials.
• A history of motivating and inspiring teams to achieve their best.

Your Edge

• ITIL certification and a solid grasp of ITIL Problem Management principles.
• A passion for outstanding customer service and continuous improvement.
• Leadership qualities that earn trust, respect, and admiration.
• A commitment to excellence, collaboration, and innovation in everything you do.