IT Support Team Lead

IT Support Team Lead

We're seeking an exceptional candidate to join our IT Support team as a Team Leader. In this role, you will play a critical role in ensuring the provision of expert technical support to our internal stakeholders, who, in turn, support our global customer base.


Technical Support:

  • Serve as a senior agent focused on driving customer satisfaction through exemplary customer support.
  • Provide timely and precise technical support to both our internal engineering teams and external customers.

Identify and Drive Improvements:

  • Evaluate and analyse ticket case trends to proactively prevent future issues.
  • Implement preventive measures to reduce customer faults and issues.

Processes & Systems:

  • Own and manage established support platforms (e.g., Zendesk), processes, and communication channels.
  • Support 'user' and 'group' management of ticketing and knowledgebase systems to ensure streamlined and effective support globally.
  • Assist in creating and implementing customer self-service materials and tools.

Team Leader Aspects:

  • Oversee the daily operations of the Development Support Team.
  • Manage and report on all incoming technical support inquiries and record and track team Service Level Agreements (SLAs) and workflows.

Skills and Experience:

  • Proven experience in fostering a service and support-focused team culture.
  • Strong experience in a Technical Support role, preferably in 2nd or 3rd line support.
  • Desirable: Undergraduate degree (2:2 or above) in any subject, ideally in computing, software development, IT, networking, or technology.
  • Supporting IT-related qualifications.
  • Experience in a desktop support/installation role, particularly within a development and engineering environment.
  • Demonstrated history of strong hardware and software troubleshooting skills.
  • Hands-on experience troubleshooting Windows-based operating systems, including Windows 10, Windows Server 2016, 2019, and 2022.
  • Proficiency in IT networking (IP addressing, subnetting, routing, TCP, UDP, multicast).
  • Understanding of virtualization technologies, such as Hyper-V, including failover and replication processes.
  • Exposure to or familiarity with basic cloud/Azure services and architecture.
  • Database knowledge, including IBM DB2 and MS SQL, is a plus.


  • Remote and hybrid working
  • Flexible working hours, around core hours
  • Life Assurance: 4 x Annual Salary
  • Employee Benefits & Discounts Portal which includes benefits such as Cycle to Work, Health Cash Plans, MyGymDiscounts, a Car Benefit Scheme (Tusker) and many more

Interested? Please Click Apply Now!

IT Support Team Lead

8 December 2023
IT Support
Software Support
South Yorkshire, Sheffield
Circa £40000


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