Lead IT Support Engineer
An exciting new opportunity has become available for a Lead IT Support Engineer within a Microsoft Gold Partnered, Managed Service Provider (MSP) in Tamworth. We are looking for enthusiastic, passionate Lead IT Support Engineer to join a forward thinking and growing MSP. The role includes delivering high-level technical support to a diverse client base, ensuring consistent service quality across multiple environments. Acting as the senior escalation point for complex issues and lead the support team of 5 in maintaining strong client relationships and meeting SLA commitments.
Lead IT Support Engineer Experience
* Lead a team of 5 IT Support Engineers, providing technical escalation support, coaching, and workload prioritisation.
* Managed escalated tickets, ensuring prompt resolution in line with client SLAs and contractual commitments.
* Oversaw onboarding and offboarding processes, device deployments, patching schedules, and infrastructure maintenance.
* Provided day-to-day leadership and direction to the IT support team, ensuring workloads were prioritised effectively and service levels were consistently met.
* Conducted regular 1:1s, performance reviews, and skills assessments to support team development and progression.
* Oversaw recruitment, onboarding, and training of new support engineers to maintain a high-performing team.
* Ensured adherence to ITIL-based processes, including incident, problem, and change management.
* Monitored team performance metrics, ticket queues, and SLA compliance, identifying areas for improvement and implementing corrective actions.
* Delivered advanced IT line support across a wide range of client infrastructures, including Microsoft 365, Azure, Windows Server, networking, and virtualisation platforms.
Qualifications & Expectations
We are not expecting the Lead IT Support Engineer to have experience in all the above, just a strong basis knowledge and passion to learn more! You will be self-motivated, a great communicator and have a natural desire to lead a team. The successful Lead IT Support Engineer should have strong problem-solving abilities and organisational skills.
Apply now for immediate consideration for this Lead IT Support Engineer position.
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