Sureserve is a trusted partner for housing associations, local authorities, and residents, delivering high-quality compliance and energy services. Our focus on energy efficiency, safe and compliant homes, and enhanced quality of life makes us a leader in the industry. With nationwide reach, regional expertise, and a commitment to excellent service, we are well-positioned to support our clients now and in the future.
Role Overview
The ICT Service Desk Senior (Team Lead) is responsible for ICT Technicians (2nd line), leading escalations for the Sureserve Service Delivery Team and managing projects the team is involved with. The role requires high quality technical support, systems maintenance, and service delivery across the organisation, as well as continual service improvement.
This role combines hands-on technical expertise with leadership and mentoring responsibilities of ICT Technicians (2nd line) to ensure ICT operations run smoothly, efficiently, and securely.
The ideal candidate will have strong technical skills across infrastructure, networking, and end-user support, coupled with the ability to manage workloads, prioritise incidents, and deliver outstanding customer service.
Key Responsibilities
1. Lead, coach, and mentor a team of ICT support engineers and technicians.
2. Manage daily operations of the ICT support team, including workload allocation, perfor...