Do you get IT and love leading people?
Team Leader – IT Support – Swansea, UK
We're Ever Nimble, the MSP that does things differently. We don't hide behind keyboards. We show up, communicate clearly (no jargon), and become a real extension of our customers' teams so we can solve what matters most.
We value customer service over billable hours and work across time zones so you don't have to work around the clock. We're proud to have been named Kaseya MSP of the Year, a recognition that reflects our commitment to innovation and exceptional service.
Why you'll love leading here
* Grow every week with half a day of professional development because learning is part of the job.
* Enjoy a people-first culture: we're Great Place to Work certified and named among Australia's Best Workplaces in Technology
* Flex how you work: full-time, part-time, casual, job share, school hours, we'll make it work.
Real perks include:
* Generous Work From Anywhere allowance (48 days/year)
* Extra birthday leave and bonus days for parents
* Regular social events and a great team vibe
Nice extras:
* Travel opportunities
* Experienced tech experts to learn from
* Performance and training incentives
* Staff discount on gear from our store
The basics are done better:
* Supportive leaders, clear priorities, and an environment where taking pride and ownership is the norm.
* With teams in Swansea (UK), Melbourne (AU), Gold Coast (AU), Calgary (CAN), and our HQ in Perth (WA), you'll never feel far from the action.
What you'll lead and do
* Coach and empower a small pod of support engineers to deliver exceptional outcomes through regular 1:1s, huddles, and clear goals.
* Own the queue: triage, prioritise, and ensure smooth handoffs across time zones and shifts.
Be the escalation point for complex incidents, guiding the team through P1/P2 situations to fast, calm resolutions.
* Lift service quality by running ticket QA, driving CSAT/NPS, performance, and reducing repeat issues.
* Champion the customer: build trusted relationships, keep communications human, and translate tech into business value.
* Improve how we work by streamlining processes, maturing knowledge articles, and embedding best practice.
* Partner across the business with Projects, Security, and Account Management on onboarding, changes, and proactive roadmaps.
* Plan the week: contribute to scheduling, training plans, and capacity planning so the team can do their best work.
* Report what matters: share insightful metrics and actions that help the team and our customers thrive.
What you'll bring
* 3–5+ years in IT support/helpdesk roles within an MSP or fast-paced environment.
* Leadership experience as a team lead, senior engineer, or mentor, with a track record of coaching others and handling escalations.
* Proven troubleshooting skills across PCs, printers, Wi‑Fi, and mobile devices, with strong attention to detail.
* Confidence with Microsoft 365 and Windows environments, able to guide others and set standards.
* A customer-first mindset, standout communication skills, and the ability to simplify complex ideas.
* A proactive, improvement-focused approach, spotting patterns, preventing repeat incidents, and sharing knowledge.
* Nice to have: ITIL Foundation, experience with ticket quality reviews, and comfort presenting service insights to customers.
Tech you'll touch
* Microsoft 365 and basic Azure administration (including Azure AD/Entra ID)
* Active Directory user and group management
* Windows 10/11 with basic server exposure
* Device management (e.g., Intune/Autopilot)
* Firewalls and networking basics
* Backup and security tools like Veeam and Datto (training provided)
* A variety of IT hardware and peripherals
Customer leadership is key
Build customer confidence with clear, human conversations, face to face when it matters.
Translate tech into business outcomes for non‑technical audiences. Collaborate across teams, respond promptly, and solve problems proactively with care and attention to detail.
IT is our jam, and we love helping businesses thrive with honest, smart advice. And yes, cupcakes do make an appearance from time to time. If you get IT and get the best out of people, hit Apply.
Important: Applications must be from candidates living in or close to Swansea, UK.
Recruiters: We love your hustle, but please don't contact us for now.
Job Type: Full-time
Pay: From £30,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Discounted or free food
* Employee discount
* Free flu jabs
* Free parking
* On-site parking
* Sick pay
* Store discount
* Work from home
Ability to commute/relocate:
* Swansea SA1 1NW: reliably commute or plan to relocate before starting work (required)
Experience:
* IT support: 1 year (required)
Work Location: In person