IT Support Team Leader

Inspired ICT Ltd; Wokingham; Hybrid; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Home working

Onsite visits

Job summary

Inspired ICT Ltd is seeking an IT Support Team Leader to oversee and develop our busy helpdesk and small technical team servicing Berkshire schools. The role combines remote, home-based and on-site support with a focus on proactive ticket management and clear customer communications.

You will mentor staff, triage requests, and spearhead IT projects while collaborating with senior management. A full driving licence and DBS check are required, with standard hours and field visits to sites in the

Qualifications

• Experience leading an IT support or small technical team.
• Experience triaging and prioritising support tickets with timely updates.
• Hands-on support across Windows, Microsoft 365, networking in school IT environments.
• Excellent communication to explain tech to non-technical users.
• Calm, organized, proactive with workload management.
• Full driving licence and access to a car for on-site visits.

Responsibilities

• Lead and manage our IT support team and day-to-day operations.
• Triage requests, prioritise workloads, guide escalations, provide remote and onsite support.
• Support teachers, students, technicians and senior school staff across hardware, software, networking and MS 365 services.
• Keep the helpdesk organised with timely, clear communication to customers.
• Lead ad hoc IT projects from initiation to completion with planning and coordination.
• Report to Managing Director and work with Operations Manager to ensure timely progress.
• Provide home-based, remote and onsite support at customer sites.

Skills

Team leadership

IT support

Ticket triage

Windows support

Microsoft 365

Intune

Active Directory

Networking basics

Customer communication

Problem solving

Tools

Microsoft 365

Intune

SharePoint

Exchange Online

DNS

DHCP

Securly

Datto RMM

Job description

Salary: £35,000 - 45,000 per year

Requirements

• Experience leading, supervising or mentoring an IT support team, helpdesk team or small technical team.
• Strong experience managing support tickets, triaging new requests, prioritising workloads and ensuring timely customer updates.
• Good hands-on technical support experience across Windows devices, Microsoft 365, networking and general school IT environments.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to non-technical users.
• A calm, organised and proactive approach, with the ability to support colleagues, manage priorities and keep work moving.
• A full driving licence and access to a car, as onsite visits to schools and customer sites will be required.
• Willingness to complete an enhanced DBS check.
• Good working knowledge of Microsoft software and Windows operating systems, including Office, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive and ideally Microsoft Intune.
• Good working knowledge of IP networking and switching, including LAN, WAN, WLAN and VLANs.
• Good working knowledge of Wi-Fi systems, including setup, configuration and support.
• Good working knowledge of domain services, including Active Directory, DHCP, DNS, Group Policy and related infrastructure.
• Good working knowledge of physical and virtual server administration.
• Good knowledge of domain management and DNS.
• Experience with filtering software such as Securly and Netsweeper.
• Experience with MDM such as Securly, JAMF and Lightspeed.
• Additional knowledge of AutoTask PSA and Datto RMM/N-Central is advantageous.
• Additional knowledge of Microsoft 365 migration from on-prem AD and file servers is advantageous.
• Additional knowledge of routers and firewalls is advantageous.
• Additional knowledge of audio-visual equipment such as sound systems and projectors is advantageous.
• Additional knowledge of touch screen and touch boards is advantageous.
• Additional knowledge of certificates and CAs is advantageous.

Responsibilities

• Support and manage our IT support team, overseeing ticket flow and day-to-day leadership.
• Triage new requests, help prioritise workloads, guide escalations and provide technical support remotely and onsite when required.
• Support teachers, students, technicians and senior school staff across hardware, software, networking, audio-visual systems and Microsoft 365 services.
• Keep the helpdesk organised and ensure customers receive timely, clear and helpful communication.
• Lead by example, modelling professionalism, clear communication, ownership, calm problem-solving and proactive ticket management.
• Take ownership of ad hoc IT projects from initiation to completion, ensuring effective planning, coordination, delivery and clear communication.
• Report to our Managing Director and work closely with our Operations Manager to ensure tickets are triaged, progressed, updated and responded to professionally.
• Provide home-based, remote and onsite support, including hands-on support and project work at customer sites.

Technologies

• Active Directory
• Flow
• Hardware
• ICT
• Support
• LAN
• Microsoft 365
• Microsoft Intune
• SharePoint
• WLAN
• Windows
• Office 365
• Security

More:

Inspired ICT Solutions Ltd provides trusted IT support, products and services to primary schools across Berkshire, North Hampshire and South Oxfordshire. Following continued growth, we are looking for an IT Support Team Leader to manage our busy helpdesk and support the day-to-day leadership of our small IT support team. We take pride in delivering a friendly, reliable and professional service, often going above and beyond to make sure our schools receive the support they need. The role is based in Berkshire and offers home working, remote support and onsite visits. Normal working hours are 8:30am to 5:30pm, and we offer flexibility in return and value a sensible, team-focused approach.

last updated 40 week of 2026