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IT Support Team Leader
Location: Broxbourne (Fully Office-Based)
Salary: 35,000 - 40,000 per annum
Hours: Monday to Friday
A growing IT services provider is seeking an experienced and proactive IT Support Team Leader to manage their onsite and field-based support team in Broxbourne. This is an exciting opportunity for a hands-on IT professional with strong technical expertise across 2nd and 3rd line support to play a key role in leading service delivery and driving operational excellence.
As the IT Support Team Leader, you will oversee a small team of onsite IT Support Technicians and Field Engineers, ensuring that clients receive timely and effective technical support. You will act as the main escalation point for complex technical issues, manage workloads and priorities, and foster a collaborative, high-performance culture within the team.
Key Responsibilities:
Lead and support a team of onsite IT Support Technicians and Field Engineers
Provide advanced 2nd and 3rd line technical support across a wide range of hardware, software, and networking environments
Oversee the day-to-day running of the service desk and field operations, ensuring SLAs and KPIs are consistently achieved
Act as the primary escalation point for complex incidents and problem resolution
Monitor and manage ticket queues, ensuring accurate logging and timely updates
Mentor and develop team members, promoting continuous improvement and knowledge sharing
Assist with project delivery, system upgrades, and infrastructure maintenance when required
Maintain clear communication with clients and internal stakeholders, ensuring exceptional customer satisfaction
Requirements:
Proven experience in IT support at 2nd or 3rd line level, with prior team leadership or supervisory experience
Strong technical knowledge of Windows operating systems, Microsoft 365, networking, and common business applications
Experience supporting both onsite and field-based IT environments
Excellent communication, organisational, and problem-solving skills
Ability to lead by example in a fast-paced, customer-focused environment
A proactive and professional approach with a passion for delivering outstanding IT service
This is a fully office-based role in Broxbourne, ideal for an experienced IT professional looking to take ownership of a small, dynamic team and contribute to the continued growth and success of a well-established service provider.
