Lead IT Support Engineer

ITSS Recruitment Ltd; West Midlands; On-site; GBP 40,000 - 55,000; Full time

Job summary

A managed service provider in Tamworth is seeking a passionate Lead IT Support Engineer to manage a team of IT Support Engineers. This role involves delivering high-level technical support, ensuring SLA commitments are met, and maintaining strong client relationships. Ideal candidates will possess strong leadership and problem-solving skills, along with a foundational knowledge of IT support technologies, including Microsoft 365 and Azure. Apply now for immediate consideration.

Qualifications

• Strong basis knowledge in IT support and eagerness to learn.
• Self-motivated with excellent communication skills.
• Experience leading a team is a plus.

Responsibilities

• Lead a team of 5 IT Support Engineers.
• Manage escalated tickets and ensure SLAs are met.
• Oversee onboarding and offboarding processes.
• Ensure adherence to ITIL-based processes.

Skills

Team leadership

Technical support

Problem-solving

Organizational skills

Communication

Tools

Microsoft 365

Azure

Windows Server

Networking

Virtualisation platforms

Job description

Lead IT Support Engineer

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 enthusiastic, passionate Lead IT Support Engineer to join a forward thinking and growing MSP. 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 lead the support team of 5 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 offboarding 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.

Qualifications & Expectations

We are not expecting the Lead IT Support Engineer to have experience in all the above, just a strong basis knowledge and passion to learn more! You will be self-motivated, 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.