IT Support Team Leader, Hybrid/Salisbury, £35K-£39K benefits 3 days per week on site. Must be eligible for SC (minimum 5 years UK residency) Full UK driving licence essential (The site is near to Salisbury, Wiltshire, South West, commutable from Devizes, Basingstoke, Andover, Bath, Amesbury, Swindon, Trowbridge, Chippenham, Marlborough) We are looking for an experienced IT Support Team Leader, to work for a leading provider of Facilities Management services, supporting critical operations. This is a hands-on leadership role, you'll oversee daily service desk operations, act as a technical escalation point, and ensure high levels of customer satisfaction while driving continuous improvement. What You’ll Do: * Lead, coach, and develop a team of IT Support Analysts. * Oversee daily IT service desk operations and monitor KPIs. * Act as escalation point for complex incidents and major incidents. * Analyse incident trends and support problem management. * Maintain strong customer relationships and manage escalations professionally. * Improve service desk processes, tools, and documentation. * Maintain accurate knowledge articles, user guides and procedures. What You’ll Need: * Strong experience in IT support and service delivery. * Solid understanding of service management (e.g., ITSM disciplines, toolsets). * Excellent customer service and stakeholder engagement skills. * Experience with service management tools (e.g., ServiceNow, Halo). * ITIL Foundation qualification. * COMPTIA A (or equivalent). * MD-102 (or equivalent). * MDM subject matter expertise. * Telephony platform administration experience. * Experience coordinating Major Incidents. * Good understanding of IT asset management. * Strong communication skills. * Ability to lead, motivate and develop a team. * Problem-solving mindset with a proactive and flexible approach. * Ability to manage conflicting demands and work independently or collaboratively SmartSourcing are a Disability Confident Employer and we promote, celebrate and value diversity, we are committed to promoting equality and inclusion for all