IT Team Lead

ASK4; Sheffield; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Health care plan

Maternity/paternity pay

Pension scheme

Cycle to work

EV salary sacrifice

Educational assistance

25 days leave + bank holidays

Birthday day off

Life assurance

Job summary

ASK4 is recruiting an IT Solutions Team Leader to manage our combined first and second-line IT support team in Sheffield. The role covers service desk operations, escalation, SLA management and direct line management of support colleagues.

You will be the main escalation point for complex issues, responsible for team performance and development, and will identify and implement process improvements within the Customer Care management team.

Qualifications

• Experience managing a combined first and second-line service desk team.
• Proven ability to deliver SLA-compliant support and KPI reporting.
• Strong line-management and performance review skills.
• Knowledge of Windows, MacOS, Linux and Office 365 administration.
• ITIL Foundation Certification and MSP experience preferred.

Responsibilities

• Manage service desk operations and ensure SLA compliance across first and second-line support.
• Provide escalation support for complex technical issues, including networking queries.
• Line manage and develop colleagues across first and second-line functions.
• Conduct performance reviews, one-to-ones, and individual development planning.
• Deliver team training on new tools, products, and processes.
• Produce KPI and incident reports for senior management.
• Lead process improvement activity and post-incident reviews.
• Support recruitment within the team.
• Experience in a service desk environment covering first and second-line support.
• Previous line management or supervisory experience in a technical setting.

Skills

Team leadership

Service desk

SLA management

Networking

Windows

MacOS

Linux

Office 365

Data analysis

ITIL Foundation

Tools

LAN/WAN diagnostics

Remote tooling

Monitoring tools

MSP tooling

Job description

IT Team Leader | Sheffield S1 | Hybrid 2 days per week in the office | Permanent | Service Desk | MSP | Second Line | Network Support | Team Management

About the Role

ASK4 is recruiting an IT Solutions Team Leader to manage our combined first and second-line IT support team in Sheffield. The role covers service desk operations, technical escalation, SLA management, and direct line management of support colleagues.

You'll be the main escalation point for complex issues, responsible for team performance and development, and expected to identify and act on process improvements. The role sits within the Customer Care management team and contributes directly to department objectives.

Key Responsibilities

• Manage service desk operations and ensure SLA compliance across first and second-line support
• Provide escalation support for complex technical issues, including networking queries
• Line manage and develop colleagues across first and second-line functions
• Conduct performance reviews, one-to-ones, and individual development planning
• Deliver team training on new tools, products, and processes
• Produce KPI and incident reports for senior management
• Lead process improvement activity and post-incident reviews
• Support recruitment within the team
• Experience in a service desk environment covering first and second-line support
• Previous line management or supervisory experience in a technical setting
• Knowledge of Windows, MacOS, Linux, Office 365 administration, and network diagnostics
• Confident communicator with experience giving structured feedback
• Data analysis and performance reporting experience
• Process design and improvement experience
• ITIL Foundation Certification
• Experience within a Managed Service Provider (MSP)
• Understanding of LAN/WAN technologies
• Westfield Health Care Plan (after 6 months)
• Enhanced maternity pay (90% for 13 weeks) and paternity pay
• Aviva salary sacrifice pension (3% employer contribution)
• Cycle to Work scheme (up to £1,000) and EV salary sacrifice scheme
• Educational assistance and study support (after 6 months)
• 25 days annual leave + bank holidays, with long-service increases
• Birthday day off and flexible holiday buy/sell scheme
• Life assurance (1x annual salary)

Diversity & Inclusion

We are committed to fostering an inclusive workplace where diversity is valued. We welcome applications from people of all backgrounds and identities and ensure fair treatment for all, regardless of protected characteristics under the Equality Act 2010.

We are happy to make reasonable adjustments throughout the recruitment process and beyond, to ensure it is accessible and fair for everyone. If you require any adjustments or would like to discuss your needs, please contact us.