IT Support Team Leader

Landmarc Support Services Limited; Tilshead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading support services provider in the UK is seeking an IT Support Team Leader. In this role, you will manage a team of IT Support Analysts, oversee daily service desk operations, and act as a technical escalation point. The position calls for strong leadership skills and a solid background in IT support to ensure high levels of customer satisfaction. This opportunity provides a great work-life balance along with the chance to work with modern technologies that support the Defence Training Estate.

Benefits

Company pension scheme with up to 8% contributions

25 days of annual leave, increasing with service

Edenred Savings Scheme

Life Assurance covering three times annual salary

Professional development opportunities

Qualifications

• Strong experience in IT support and service delivery.
• Excellent customer service and stakeholder engagement skills.
• Experience with service management tools.

Responsibilities

• Lead, coach, and develop a team of IT Support Analysts.
• Oversee daily IT service desk operations and monitor KPIs.
• Act as escalation point for complex and major incidents.

Skills

IT support

Service management

Customer service

Problem solving

Leadership

Education

ITIL Foundation qualification

COMPTIA A+ (or equivalent)

MD-102 (or equivalent)

Tools

ServiceNow

Halo

Job description

Landmarc, the leading Industry Partner to the Defence Infrastructure Organisation (DIO), is looking for an IT Support Team Leader to manage a team of IT Support Analysts supporting our user‑facing IT services across the Defence Training Estate. In this hands‑on leadership role, you’ll oversee daily service desk operations, act as a technical escalation point, and ensure high levels of customer satisfaction while driving continuous improvement. This role offers a great work‑life balance and the chance to get hands‑on with modern technologies that keep the Defence Training Estate running smoothly.

Key Responsibilities

• Lead, coach, and develop a team of IT Support Analysts.
• Oversee daily IT service desk operations and monitor KPIs.
• Act as escalation point for complex incidents and major incidents.
• Analyse incident trends and support problem management.
• Maintain strong customer relationships and manage escalations professionally.
• Improve service desk processes, tools, and documentation.
• Maintain accurate knowledge articles, user guides and procedures.

Qualifications

• Strong experience in IT support and service delivery.
• Solid understanding of service management (e.g., ITSM disciplines, toolsets).
• Excellent customer service and stakeholder engagement skills.
• Experience with service management tools (e.g., ServiceNow, Halo).
• ITIL Foundation qualification.
• COMPTIA A+ (or equivalent).
• MD-102 (or equivalent).
• MDM subject matter expertise.
• Telephony platform administration experience.
• Experience coordinating Major Incidents.
• Good understanding of IT asset management.

Desirable

• Software licence management.
• Experience in secure/restricted environments (particularly MoD).
• Project management experience.

What You Bring

• Strong communication skills.
• Ability to lead, motivate and develop a team.
• Problem‑solving mindset with a proactive and flexible approach.
• Ability to manage conflicting demands and work independently or collaboratively.

Landmarc provides the support services that enable Armed Forces from around the world to prepare for frontline military operations across the UK Defence Training Estate (DTE). This includes maintaining and delivering safe and sustainable infrastructure, managing and operating training areas and ranges and delivering multi‑million pound projects to improve vital training assets. By joining Landmarc you will be supporting our vision to provide the best training experience we can for our Armed Forces. We are the first and only Special Purpose Vehicle to be contracted by the Ministry of Defence (MOD) as their Industry Partner on the UK Defence Training Estate and the only company that is solely dedicated to the UK DTE, delivering essential support services since 2003.

Prerequisites

• Eligible for BPSS & SC (current SC desirable).
• UK driving licence (desirable).

Values & Behaviours

We live by our values: Care, Integrity, Customer Focus, Commitment, and Pride. We build strong relationships, give feedback openly, and embrace flexibility to adapt and deliver.

Please note that all interview-related correspondence will be sent via email. We recommend regularly checking your inbox, including your junk folder.

Competitive Salary Plus Outstanding Benefits!

At Landmarc, we value our employees and go beyond just offering a competitive salary. We’re proud to provide a range of exceptional benefits designed to support your well‑being, career growth, and work‑life balance.

Pension

• Join our company stakeholder pension scheme, with contributions of up to 8% of your salary from Landmarc.

Generous Holiday Entitlement

• Enjoy 25 days of annual leave pro‑rata.
• Your holiday allowance grows with your continued service.
• Want more time off? You can purchase up to 10 additional days each year for greater flexibility.

Other Amazing Benefits

• Edenred Savings Scheme: Unlock exclusive discounts and savings for you and your family.
• Annual Salary Review: Conducted in consultation with our recognised Trade Unions to ensure fairness.
• Life Assurance: Insured for three times your annual salary to provide peace of mind for your loved ones.
• Health Cash Plan: Access health benefits for you and your family (add up to four children under 24 to your policy).
• Professional Development: Reimbursement of professional fees and support for ongoing training.
• Family‑Friendly Policies: Supporting you during life's important moments.
• Sick Pay: Sick pay starts after just 6 months of service.

At Landmarc, we don’t just offer benefits - we invest in your future, your well‑being, and your career. Join us today and take advantage of everything we have to offer!