IT Support Team Lead

The Role 

We're looking for a skilled IT Support Team Lead to be the go-to person for our company's IT support function — someone who combines genuine technical depth with the kind of approachable, can-do attitude that makes people actually want to come to IT for help.

Reporting to the Head of IT Security & Operations, you'll work with the IT support team and wider IT engineers, ensuring our users across multiple sites receive first-class assistance with hardware, software, local networking and everything in between. This means getting hands-on with user account and hardware setups, installations, software upgrades, systems integrations, bespoke business application support and network troubleshooting - while also coaching and developing the team around you.

Previous experience in a formal team lead role isn't essential, but you should be able to demonstrate senior-level capability and a genuine appetite for stepping into a position that leads and mentors others. We're looking for someone who leads by example: technically sharp, calm under pressure, and naturally inclined to mentor and support others.

We're looking for someone who can demonstrate:

• Strong technical knowledge across home and office environments, including hardware, networking, and operating systems
• Experience supporting bespoke business applications and managing systems integrations
• Excellent problem-solving skills and the ability to troubleshoot methodically under time pressure
• Outstanding interpersonal skills — you're the kind of person who becomes a known and trusted face around the office
• The ability to engage, motivate, and develop a small team, fostering a positive and proactive support culture
• A people-first mindset: you understand that great IT support is as much about communication and empathy as it is about technical know-how

Responsibilities

Oversee the day-to-day operations of the IT support team.Act as a senior support engineer and extension of the support team.Provide direct supervision to the team including evaluations, 1-2-1’s, mentoring, and all other line management responsibilities.Be the point of contact for technical support escalations.Record and track SLA’s and support team workflows, taking responsibility for meeting SLA targets for yourself and the wider team.Work with the Head Of IT Security & Operations to identify improvements to support technical process and team efficiency.Provide expert assistance to our customer operations teams in relation to the company’s bespoke internal and customer facing applications.

• Respond to user support requests in person, via the service desk platform (Jira), via instant message (Slack) and via video call.
• Troubleshooting hardware and software issues.Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing training in computer operation and management to our end users.
• Take ownership of upskilling and training the other members of the IT Support function.
• Set up office equipment and assist with office and team relocations.Set up new equipment and accounts for new joiners to the business.
• Assist with the management and maintenance of user accounts across multiple platforms.
• Take ownership of managing and maintaining the asset register.
• Provide feedback on processes and help improve these using previous experience.