Lead IT Support Engineer

ITSS Recruitment; Leyfields; On-site; GBP 42,000 - 50,000; Full time

Job summary

A leading Managed Service Provider in Tamworth is looking for a passionate Lead IT Support Engineer. This position involves leading a team of IT engineers, managing escalations, and ensuring service quality. The ideal candidate will have strong technical skills with a focus on Microsoft technologies and a desire for career progression within a thriving company. This role offers competitive compensation with overtime opportunities and a supportive environment for growth.

Qualifications

• Experience in leading a team of IT support engineers.
• Strong communication skills and self-motivation.
• Desire to learn and grow in a technical environment.

Responsibilities

• Lead a team of 5 IT Support Engineers.
• Manage escalated tickets and ensure prompt resolutions.
• Oversee onboarding and training of new engineers.
• Deliver advanced IT line support across client infrastructures.

Skills

Team leadership

Technical escalation support

Client relationship management

Problem-solving abilities

Organizational skills

Tools

Microsoft 365

Azure

Windows Server

Networking

Virtualisation platforms

Job description

Lead IT Support Engineer - up to 50K + 2x Overtime - Tamworth

An exciting new opportunity has become available for a Lead IT Support Engineer within a Microsoft Gold Partnered, Managed Service Provider (MSP) in Tamworth.

We are looking for an enthusiastic, passionate Lead IT Support Engineer to join a forward‑thinking and growing MSP. There is ample opportunity for career progression as the company has thrived and experienced a 50% expansion over the last 18 months.

The role includes delivering high‑level technical support to a diverse client base, ensuring consistent service quality across multiple environments. Acting as the senior escalation point for complex issues and leading the support team of five in maintaining strong client relationships and meeting SLA commitments.

Lead IT Support Engineer experience

• Lead a team of 5 IT Support Engineers, providing technical escalation support, coaching, and workload prioritisation.
• Managed escalated tickets, ensuring prompt resolution in line with client SLAs and contractual commitments.
• Oversaw onboarding and off‑boarding processes, device deployments, patching schedules, and infrastructure maintenance.
• Provided day‑to‑day leadership and direction to the IT support team, ensuring workloads were prioritised effectively and service levels were consistently met.
• Conducted regular 1:1s, performance reviews, and skills assessments to support team development and progression.
• Oversaw recruitment, onboarding, and training of new support engineers to maintain a high‑performing team.
• Ensured adherence to ITIL‑based processes, including incident, problem, and change management.
• Monitored team performance metrics, ticket queues, and SLA compliance, identifying areas for improvement and implementing corrective actions.
• Delivered advanced IT line support across a wide range of client infrastructures, including Microsoft 365, Azure, Windows Server, networking, and virtualisation platforms.

We are not expecting the Lead IT Support Engineer to have experience in all the above, just a strong base knowledge and passion to learn more!

You will be a self‑motivated Lead IT Support Engineer, a great communicator, and have a natural desire to lead a team. The successful Lead IT Support Engineer should have strong problem‑solving abilities and organisational skills.

Apply now for immediate consideration for this Lead IT Support Engineer position or contact George Harvey at ITSS Recruitment for further details.