We are looking for an IT Team Leader to join our IT team on a permanent basis. You will support in shaping how our UK&I workforce experiences desktop and end‑user support services. The team, consisting of you and two IT Support Engineers, supports just under 1000 desktop-enabled users based across multiple sites. Your focus will be on delivering high-quality, customer-focused support and driving operational excellence, service resilience, and continuous improvement across the IT estate.
Success in this role requires a blend of technical and service experience, with collaboration across group teams predominantly based in Germany.
How You Will Make An Impact
* Lead and manage our existing IT Support Engineers.
* Oversee day‑to‑day management of the local IT helpdesk queue.
* Own the escalation and resolution of technical & service issues, ensuring effective communication and minimal business disruption.
* Drive continuous improvement by analysing service desk data, identifying trends, and implementing enhancements to tools, processes, and knowledge management.
* Ensure local UK&I IT Services activities align with group and local governance, compliance obligations, and risk controls.
* Collaborate with group IT functions and UK&I Digital Teams to support service transitions, technology deployments, and project deliverables.
* Maintain strong awareness of end‑user technologies, platforms, and best practices to support decision‑making across desktop and mobility services.
* Promote a customer‑centric approach, ensuring user satisfaction, transparency, and responsiveness in all UK&I IT interactions.
* Create and maintain a high-quality knowledge base and documentation library to support local IT knowledge, reduce single point of failures and self‑service initiatives.
* Report service performance, financials, risks, and operational insights clearly and proactively to IT leadership and stakeholders.
What You Will Bring
* Proven experience leading desktop/support teams in a multi–site environment.
* Technical, hands‑on experience in an end user compute environment.
* Deep understanding of end‑user technologies, device management, troubleshooting, and support best practices.
* Effective stakeholder engagement and communication skills across all organisational levels.
* Demonstrated ability to manage escalations, prioritise workload, and maintain service continuity.
* Experience with ITIL‑based service management and operational governance.
* Experience with networking capabilities and Azure services.
* Professional certification in IT Service Management (ITIL, SDI) or equivalent.
* Experience working with global or multi‑site teams.
* Familiarity with modern endpoint management platforms such as Intune, or equivalent.
* Experience with ITSM platforms such as ServiceNow, Ivanti for workflow, routing, and reporting.
* Understanding of IT operations, security, compliance, and continuous improvement frameworks.
Location Address: 55-57 Quayside, Newcastle, NE1 3DE, United Kingdom
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