IT Support Team Leader

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

Job summary

A leading technology services provider in Livingston is seeking an IT Support Team Leader to manage a team within a busy helpdesk environment. The role focuses on team development, customer relationship management, and ensuring service level agreements are met. Ideal candidates will have prior experience managing small teams and be confident in delivering excellent customer service. The position offers hybrid working options and an attractive benefits package.

Benefits

Private Healthcare

Pension

25 days holiday

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 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.

Responsibilities

• Responsible for a team of 10-12 colleagues within a busy helpdesk.
• Helping the team come to resolutions on all incidents and requests.
• Main point of contact for customers on your helpdesk.

Skills

Team management

Customer service

Problem-solving

Job description

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.

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!

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.

JOB SPECIFICATION: IT Support Team Leader

• 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: IT Support Team Leader

• 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.