IT Team Lead — Service Desk & Escalations Lead (Hybrid)

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

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.