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Lead IT Support Engineer
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
Tools
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 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.
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.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.