IT Team Leader

Kamro Limited T/A Tenex; Swansea; Hybrid; GBP 36,000 - 44,000; Full time

Job summary

Kamro Limited T/A Tenex is seeking an IT Team Leader to steer the day-to-day operations of a technical support team in a hybrid, client-focused environment. You’ll prioritise workloads, manage escalations and mentor staff to deliver high-quality service.

The role requires a strong technical foundation, excellent communication skills, and the ability to maintain service levels across multiple client environments.

Qualifications

• Previous experience in an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support or similar position.
• Experience overseeing the day-to-day workload of an IT support or technical team.
• A good technical foundation and the confidence to get involved with escalated technical issues.
• Experience working within an MSP, managed services or client-focused IT environment would be highly advantageous.
• Experience supporting larger or complex client environments.
• Strong client-facing and relationship management skills.
• The ability to communicate technical information clearly without unnecessary jargon.
• Excellent organisation and prioritisation skills.
• The ability to remain calm and make effective decisions in a busy support environment.
• A proactive and solutions-focused approach.
• Experience with Microsoft 365 and Azure would be advantageous.
• A genuine interest in technology and helping customers get the best from their IT environment.

Responsibilities

• Take ownership of the day-to-day running of the technical support team.
• Allocate and prioritise workloads across the team based on client requirements, urgency and available resources.
• Monitor outstanding tickets, response times and service levels to ensure work is progressing effectively.
• Act as an escalation point for more complex technical and customer issues.
• Provide guidance, support and mentoring to members of the technical team.
• Ensure clear communication across the team and maintain a collaborative working environment.
• Identify recurring issues, operational challenges and opportunities to improve processes.
• Work closely with management to address workload, performance and resourcing requirements.
• Help ensure the team consistently delivers a professional, customer-focused service.
• Act as the primary point of contact for a key client.
• Build and maintain a strong, trusted relationship with the client.
• Understand the clients business, technology requirements and priorities.
• Coordinate day-to-day support requirements and ensure issues are directed to the appropriate technical resource.
• Keep the client informed regarding progress, priorities and expected timescales.
• Manage expectations and ensure agreed service levels are maintained.
• Participate in client meetings and service reviews where required.
• Identify recurring problems and opportunities to improve the clients overall IT experience.
• Work closely with internal technical teams to ensure the client receives a consistent and proactive service.
• Provide technical guidance and support to the team when required.
• Act as an escalation point for more complex technical issues.
• Be comfortable troubleshooting and understanding issues across modern IT environments.
• Work with Microsoft technologies, cloud platforms and business IT systems.
• Support the delivery of technical changes, improvements and projects.
• Liaise with engineers, vendors and third parties where necessary.
• Maintain a good understanding of the technical environments and requirements of key clients.
• Ensure technical issues are communicated clearly to both technical and non-technical stakeholders.

Skills

IT leadership

Workload management

Technical foundation

MSP experience

Client-facing

Clear communication

Organization & prioritisation

Calm under pressure

Proactive & solutions

Microsoft 365 & Azure

Tech interest

Tools

Azure

Microsoft 365

Office 365

Job description

Salary: £40,000 - 40,000 per year

Requirements:

• Previous experience in an IT Team Leader, Technical Team Lead, Service Desk Lead, Senior IT Support or similar position
• Experience overseeing the day-to-day workload of an IT support or technical team
• A good technical foundation and the confidence to get involved with escalated technical issues
• Experience working within an MSP, managed services or client-focused IT environment would be highly advantageous
• Experience supporting larger or complex client environments
• Strong client-facing and relationship management skills
• The ability to communicate technical information clearly without unnecessary jargon
• Excellent organisation and prioritisation skills
• The ability to remain calm and make effective decisions in a busy support environment
• A proactive and solutions-focused approach
• Experience with Microsoft 365 and Azure would be advantageous
• A genuine interest in technology and helping customers get the best from their IT environment

Responsibilities:

• Take ownership of the day-to-day running of the technical support team
• Allocate and prioritise workloads across the team based on client requirements, urgency and available resources
• Monitor outstanding tickets, response times and service levels to ensure work is progressing effectively
• Act as an escalation point for more complex technical and customer issues
• Provide guidance, support and mentoring to members of the technical team
• Ensure clear communication across the team and maintain a collaborative working environment
• Identify recurring issues, operational challenges and opportunities to improve processes
• Work closely with management to address workload, performance and resourcing requirements
• Help ensure the team consistently delivers a professional, customer-focused service
• Act as the primary point of contact for a key client
• Build and maintain a strong, trusted relationship with the client
• Understand the clients business, technology requirements and priorities
• Coordinate day-to-day support requirements and ensure issues are directed to the appropriate technical resource
• Keep the client informed regarding progress, priorities and expected timescales
• Manage expectations and ensure agreed service levels are maintained
• Participate in client meetings and service reviews where required
• Identify recurring problems and opportunities to improve the clients overall IT experience
• Work closely with internal technical teams to ensure the client receives a consistent and proactive service
• Provide technical guidance and support to the team when required
• Act as an escalation point for more complex technical issues
• Be comfortable troubleshooting and understanding issues across modern IT environments
• Work with Microsoft technologies, cloud platforms and business IT systems
• Support the delivery of technical changes, improvements and projects
• Liaise with engineers, vendors and third parties where necessary
• Maintain a good understanding of the technical environments and requirements of key clients
• Ensure technical issues are communicated clearly to both technical and non-technical stakeholders

Technologies:

• Azure
• Cloud
• Support
• Microsoft 365
• Office 365

More:

We are a growing and forward-thinking technology services business based in Swansea, South Wales, offering a full-time hybrid opportunity with a salary of up to £40,000 DOE. This is a hands-on leadership role where we value technical expertise, customer relationships, teamwork and professional development. We offer ongoing training, opportunities for career progression, the chance to lead and develop a technical support team, take ownership of an important client relationship, work across modern IT environments, and enjoy a collaborative, team-focused environment.

last updated 40 week of 2026