IT Support Team Lead - London

IT Support Team Lead - London

Location: Central London (Office based 5 days a week)
Salary: £45,000 - £55,000

Hands on position in which you will lead a IT Support Team of 4

As IT Support Team Lead, you'll be responsible for the day-to-day management of the Service Desk, ensuring incidents and service requests are handled efficiently and in line with agreed service levels, leading a team of 4 Support Engineers

You'll lead from the front, supporting engineers with technical escalations while driving service quality, customer satisfaction, and continuous improvement across the support function.

Essential Skills -

Enterprise Wi-Fi troubleshooting and support
LAN/WAN
TCP/IP, DNS, DHCP, VLANs and VPNs
Switches, routers, firewalls and wireless access pointsTeam Leadership

Lead, mentor and develop a team of Service Desk Analysts and Support Engineers.
Manage resource planning, staff rotas and workload allocation.
Assist with recruitment, onboarding and training initiatives.
Create a positive, collaborative and customer-focused team culture.
Conduct regular performance reviews and coaching sessions.Service Desk Management

Oversee daily Service Desk operations.
Ensure tickets are managed effectively and within SLA targets.
Monitor queues, workloads and escalation paths.
Coordinate responses to high-priority incidents.
Maintain excellent documentation and ticket quality standards.Customer Service & Escalations

Act as the senior escalation point for customers and engineers.
Resolve complex technical and service-related issues.
Drive high levels of customer satisfaction.
Communicate effectively during incidents, outages and service-impacting events.
Identify recurring issues and implement preventative measures

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