IT Support Team Lead

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 points

Team 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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